{"text_format":"1","workbook":"xlsx","n_sheets":10,"sheets":["information","alternatives","complete","spa + leisure","spa + conference","conference + leisure","spa","leisure","conference","no add-on"],"not_rendered":{"charts":0,"images":9,"macros":1,"external_links":0,"defined_names":2,"comments":0,"pivot_tables":0},"unopened":[],"bounds":{"document_bytes":16777216,"sheet_cells":100000,"rows_first":2000,"rows_last":500,"rows_between":2000,"halvings":0,"cell_chars":16384,"cell_head_chars":4096},"cells_cut":0,"cells_raw":0,"read":"whole","date_system":"1900"}

{"sheet":"information","index":0,"n_rows":45,"n_cols":3,"rows_kept":45,"cut":false,"hidden":false,"merged":[]}
[]
[]
[]
[]
[]
[]
[null,null,"                 Austrian Professional Hotel Association"]
[]
[]
[]
[null,null,"             Questionnaire Mystery Guest check"]
[null,null,"(information)"]
[]
[]
[]
[]
[]
[]
[]
[null,null,"                                              Working document, 13.10.2010"]
[]
[]
[]
[]
[]
[]
[null,null,"This working document allows you to select the suitable questionnaire for each offer – regardless of the concept and positioning of the business to be checked."]
[]
[]
[]
[]
[]
[]
[]
[]
[null,null,"Contact details for further information:"]
[null,null,"                                Matthias Koch / Katrin Muhr / Nina Pavicevic / Andrea Gloser"]
[null,null,"                                Fachverband Hotellerie"]
[null,null,"                                Wiedner Hauptstraße 63"]
[null,null,"                                1045 Vienna / Austria"]
[null,null,"                                T: +43(0)590900/3554    F: +43(0)590900/3568"]
[null,null,"                                E: hotelsterne@wko.at"]
[]
[]
[null,null,"Vienna, 13.10.2010"]

{"sheet":"alternatives","index":1,"n_rows":51,"n_cols":5,"rows_kept":51,"cut":false,"hidden":false,"merged":[]}
[]
[]
[]
[]
[]
[]
[null,null,"                 Austrian Professional Hotel Association"]
[]
[]
[]
[null,null,"             Questionnaire Mystery Guest check"]
[null,null,"(alternatives)"]
[]
[]
[]
[]
[]
[]
[]
[null,null,"                                              Working document, 13.10.2010"]
[]
[]
[]
[]
[]
[]
[]
[]
[null,null,"alternatives","no. of criteria","factor"]
[null,null,"no add-on",379,0.26390000000000002]
[]
[null,null,"incl. 1 module",402,0.24879999999999999]
[null,null,"incl. 2 modules",425,0.23530000000000001]
[null,null,"incl. 3 modules/complete",448,0.22320000000000001]
[]
[]
[]
[]
[]
[]
[]
[null,null,"Contact details for further information:"]
[null,null,"                                Matthias Koch / Katrin Muhr / Nina Pavicevic / Andrea Gloser"]
[null,null,"                                Fachverband Hotellerie"]
[null,null,"                                Wiedner Hauptstraße 63"]
[null,null,"                                1045 Vienna / Austria"]
[null,null,"                                T: +43(0)590900/3554    F: +43(0)590900/3568"]
[null,null,"                                E: hotelsterne@wko.at"]
[]
[]
[null,null,"Vienna, 13.10.2010"]

{"sheet":"complete","index":2,"n_rows":796,"n_cols":5,"rows_kept":796,"cut":false,"hidden":false,"merged":[[483,2,483,4],[515,2,515,4],[567,2,567,4],[758,2,758,4],[595,2,595,4],[51,2,51,4],[84,2,84,4],[112,2,112,4],[131,2,131,4],[193,2,193,4],[725,2,725,4],[294,2,294,4],[328,2,328,4],[418,2,418,4],[633,2,633,4],[668,2,668,4],[706,2,706,4]]}
[]
[]
[]
[]
[]
[]
[null,null,"                 Austrian Professional Hotel Association"]
[]
[]
[]
[null,null,"             Questionnaire Mystery Guest check"]
[]
[]
[]
[]
[]
[]
[null,null,"                                              Working document, 13.10.2010"]
[]
[]
[]
[]
[]
[null,null,"This is a list of the necessary test criteria for companies which want to carry out a mystery test within the scope of the Austrian hotel classification. The steering commission or the Austrian Professional Hotel Association, respectively, will make the final decision about the company's listing after checking the prerequisites."]
[]
[null,null,"positively met criteria",1]
[null,null,"negatively met criteria",0]
[]
[]
[null,null,"1. Website"]
[null,null,null,null,"Comments"]
[1,1,"Clear website address",1]
[2,2,"All links working",1]
[3,3,"Clear arrangement",1]
[4,4,"Search function",1]
[5,5,"Integrated guest feedback",1]
[6,6,"Typing, spelling and grammar errors",1]
[7,7,"Informative, realistic presence with hotel pictures",1]
[8,8,"Up-to-date",1]
[9,9,"Legal information",1]
[10,10,"English translation",1]
[11,11,"Contact details (e-mail, telephone, etc.)",1]
[12,12,"Online booking on own website ",1]
[13,13,"Directions / Map",1]
[14,14,"General Terms and Conditions or cancellation conditions available",1]
[null,null,"Number of criteria met",{"$f":"SUM(D32:D45)","v":14}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximum total",{"$f":"D47*B45","v":3.125}]
[null,null,"Points total",{"$f":"D46*D47","v":3.125}]
[]
[null,null,"Comments"]
[]
[null,null,"2. E-mail and mail"]
[]
[null,null,"Response to your e-mail request, ",null,"Comments"]
[15,1,"Within … hours of the request (3*S - 12; 4*S - 8; 5*/5*S - 4)",1]
[16,2,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[17,3,"Information content (e.g. additional offers)",1]
[18,4,"Individual processing ",1]
[19,5,"In case of an offer: details about the cancellation conditions",1]
[]
[]
[]
[null,null,"Reservation confirmation (e-mail, fax) as as response to your booking",null,"Comments"]
[20,6,"Within … hours of the reservation (3*S - 24; 4*S - 12; 5*/5*S - 8)",1]
[21,7,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[22,8,"Information content (including the current directions / map) ",1]
[23,9,"Information about the cancellation conditions",1]
[]
[]
[]
[null,null,"Documents sent by post",null,"Comments"]
[24,10,"Delivery within 3 working days",1]
[25,11,"Cover letter",1]
[26,12,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[27,13,"Information content (e.g. additional offers), ",1]
[28,14,"Individual processing",1]
[29,15,"Corresponding qualitative documents and leaflets",1]
[null,null,"Number of criteria met",{"$f":"SUM(D56:D78)","v":15}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximum total",{"$f":"D80*B78","v":3.348214285714286}]
[null,null,"Points total",{"$f":"D80*D79","v":3.348214285714286}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"3. Telephone"]
[null,null,null,null,"Comments"]
[30,1,"Waiting time (3*S - 1 min.; 4*S - 30 seconds; 5*/5*S - 15 seconds)",1]
[31,2,"Text or sound recordings during the waiting time",1]
[32,3,"Cordiality",1]
[33,4,"Clear voice and pronounciation",1]
[34,5,"Addressed by name",1]
[35,6,"All data compiled (e.g. address, telephone, e-mail request)",1]
[36,7,"Professional competency",1]
[37,8,"Arrival and departure dates repeated and confirmed",1]
[38,9,"Information about categories",1]
[39,10,"Information about prices",1]
[40,11,"Information about forms of payment",1]
[41,12,"Information about services",1]
[42,13,"Information about check-in times",1]
[43,14,"Information about additional offers",1]
[44,15,"Arrival directions",1]
[45,16,"Offer of a provisional booking",1]
[46,17,"Reference to the cancellation conditions",1]
[47,18,"Friendly goodbye and thanks",1]
[null,null,"Number of criteria met",{"$f":"SUM(D89:D106)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximum total",{"$f":"D108*B106","v":4.0178571428571432}]
[null,null,"Points total",{"$f":"D108*D107","v":4.0178571428571432}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"4. Arrival and outdoor facilities"]
[null,null,null,null,"Comments"]
[48,1,"Easy to find (e.g. signposted)",1]
[49,2,"Access options",1]
[50,3,"Parking spaces",1]
[51,4,"Garage parking spaces",1]
[52,5,"Lighting",1]
[53,6,"Luggage service",1]
[54,7,"Easy orientation",1]
[55,8,"Cleanliness and condition",1]
[56,9,"Parking service (e.g. doorman, valet)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D117:D125)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximum total",{"$f":"D127*B125","v":2.0089285714285716}]
[null,null,"Points total",{"$f":"D127*D126","v":2.0089285714285716}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"5. Check-in"]
[]
[null,null,"Reception",null,"Comments"]
[57,1,"Room climate (odour)",1]
[58,2,"Room temperature",1]
[59,3,"Sufficient lighting",1]
[60,4,"Ambience/atmosphere",1]
[61,5,"Furniture of an appropriate quality",1]
[62,6,"Clean and tidy",1]
[63,7,"Matching decorations",1]
[64,8,"Generous seating area for guests",1]
[65,9,"Appearance of the check-in area (front office - clean and tidy)",1]
[]
[]
[]
[null,null,"Front office staff",null,"Comments"]
[66,10,"Attendance",1]
[67,11,"Greeting (e.g. welcome drink)",1]
[68,12,"Cordiality and friendliness",1]
[69,13,"Appearance of the employees (e.g. uniform, name tag)",1]
[70,14,"Professional competency",1]
[71,15,"Knowledge of foreign languages",1]
[72,16,"Attentiveness",1]
[73,17,"Attention to detail",1]
[74,18,"Efficiency (speed and flexibility)",1]
[75,19,"Readiness to help",1]
[76,20,"Clear, easy to understand pronounciation ",1]
[77,21,"Guest addressed by name",1]
[78,22,"Pre-prepared registration form",1]
[79,23,"Luggage service offered",1]
[80,24,"Offer of escorting to the room",1]
[81,25,"General site information offered or provided",1]
[82,26,"Pleasant stay wished",1]
[]
[]
[]
[null,null,"Escort to the room",null,"Comments"]
[83,27,"Appearance of the employee",1]
[84,28,"Friendliness, conversation",1]
[]
[]
[]
[null,null,"Room information",null,"Comments"]
[85,29,"Indication of the main switch (for power in the room) ",1]
[86,30,"Indication of the heating or air-conditioning",1]
[87,31,"Telephone (written information sufficient)",1]
[88,32,"Telephone book or numbers (for room service) - written information sufficient",1]
[89,33,"Minibar (written information sufficient)",1]
[90,34,"Safe (written information sufficient)",1]
[91,35,"Laundry service (written information sufficient)",1]
[92,36,"Ironing service (written information sufficient)",1]
[93,37,"Opening hours of the restaurant and bar (written information sufficient)",1]
[94,38,"Breakfast times (written information sufficient)",1]
[95,39,"Reception available 24 hours and attended for … hours (3*S - 14; 4*S - 18; 5*/5*S - 24)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D137:D187)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximum total",{"$f":"D189*B187","v":8.7053571428571441}]
[null,null,"Points total",{"$f":"D189*D188","v":8.7053571428571441}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"6. Rooms"]
[]
[null,null,"First impression and general character",null,"Comments"]
[96,1,"Room climate (fresh odour)",1]
[97,2,"Pleasant temperature",1]
[98,3,"Atmosphere (well-being)",1]
[99,4,"Noise level (quiet)",1]
[100,5,"Corresponding furniture",1]
[101,6,"Cleanliness",1]
[102,7,"Welcome letter / card",1]
[103,8,"Greeting (e.g. flours, fruit, confectionary ...) ",1]
[104,9,"Door lock working properly",1]
[]
[]
[]
[null,null,"The bed",null,"Comments"]
[105,10,"Suitable for the hotel standard",1]
[106,11,"Quality of the bed sheets is appropriate",1]
[107,12,"Mattress/lying comfort ",1]
[108,13,"Bed sheets suitable for the time of year",1]
[109,14,"Additional pillows available on request",1]
[110,15,"Additional bed sheets available on request",1]
[111,16,"Two pillows per guest",1]
[112,17,"Selection of different pillows (e.g. anti-allergy)",1]
[]
[null,null,"Furniture",null,"Comments"]
[113,18,"Quality and condition of the curtains",1]
[114,19,"Darkening possible with the curtains",1]
[115,20,"Switches and sockets easy to reach",1]
[116,21,"Defect-free walls",1]
[117,22,"Defect-free lighting",1]
[118,23,"Defect-free furniture",1]
[119,24,"Suitable number of uniform hangers (no wire hangers)",1]
[120,25,"Spacious storage area",1]
[121,26,"Spacious hanging area in the wardrobes",1]
[]
[]
[]
[null,null,"Equipment and services",null,"Comments"]
[122,27,"Radio and TV programs properly set",1]
[123,28,"List of programs available",1]
[124,29,"Current television guide displayed",1]
[125,30,"Writing folder with writing utensils ",1]
[126,31,"Telephone with the option of make internal and external calls",1]
[127,32,"Multi-lingual operating instructions for the telephone",1]
[128,33,"Writing pad and pencil next to the phone",1]
[129,34,"Working modem connection (or equivalent Internet connection available for the guest)",1]
[130,35,"Internet connection in the room (wireless or plug-in)",1]
[131,36,"PC with internet available in the room on request",1]
[132,37,"Proper functioning of all electrical equipment (e.g. lights, TV and hair dryer)",1]
[133,38,"Safe in the room",1]
[134,39,"Alarm (or an alarm function on the TV or telephone)",1]
[135,40,"Alternative alarm service (reliability, friendliness)",1]
[136,41,"\"Do not disturb/please clean\" sign available",1]
[137,42,"Condition and up-to-date status of the information folder",1]
[138,43,"Safety instructions (e.g. fire protection, emergency escape routes) visible",1]
[139,44,"Room prices on display or in the information folder",1]
[140,45,"Guest mazagine laid out",1]
[141,46,"Newspaper and magazine service",1]
[142,47,"Service manual",1]
[143,48,"Multi-lingual service manual",1]
[144,49,"At least two drinking glasses on coasters (e.g. serviettes)",1]
[145,50,"Drinks from room service",1]
[146,51,"Food from room service ",1]
[147,52,"Breakfest menu from room service",1]
[148,53,"Laundry service",1]
[149,54,"Ironing service",1]
[150,55,"Sewing service",1]
[151,56,"Shoe shining service",1]
[]
[]
[]
[null,null,"Bathroom",null,"Comments"]
[152,57,"Atmosphere (feeling of well-being)",1]
[153,58,"Corresponding equipment",1]
[154,59,"Brightness",1]
[155,60,"Proper hygiene and cleanliness",1]
[156,61,"Floor in the shower / bath made of non-slip material",1]
[157,62,"Easy to use taps",1]
[158,63,"One clean toothbrush glass per person",1]
[159,64,"At least one good quality hand towel per person",1]
[160,65,"At least one good quality bath towel per person",1]
[161,66,"Textile bath mat",1]
[162,67,"Hair dryer",1]
[163,68,"Selection of guest supplies (e.g. shower gel, soap and facial tissues)",1]
[164,69,"Quality of the guest supplies (e.g. shower gel, soap and facial tissues)",1]
[165,70,"Good quality bathrobe for each person",1]
[166,71,"House shoes or slippers",1]
[167,72,"Modern functioning set of bathroom scales",1]
[168,73,"Sufficient lighting of the shaving or make-up mirror",1]
[169,74,"Sufficient storage area",1]
[170,75,"Spare toilet roll",1]
[171,76,"Clean and hygienic waste containers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D199:D288)","v":76}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D290*B288","v":16.964285714285715}]
[null,null,"Points total",{"$f":"D290*D289","v":16.964285714285715}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"7. Housekeeping"]
[]
[null,null,"General",null,"Comments"]
[172,1,"Cleanliness and state of the room",1]
[173,2,"Cleanliness and state of the room furniture",1]
[174,3,"Cleanliness and state of the bathroom",1]
[175,4,"Cleanliness and state of the bathroom furniture",1]
[176,5,"Cleanliness and state of the terrace / balcony",1]
[177,6,"Cleanliness and state of the public areas (e.g. corridors, spa and leisure facilities)",1]
[178,7,"Well-stocked mini bar",1]
[179,8,"Daily change of bedsheets on request",1]
[180,9,"Daily change of hand towels, bath towels and bath mats or a reference to the possibility",1]
[181,10,"Daily emptying of rubbish bins",1]
[182,11,"Cleanliness and state of the bed",1]
[183,12,"Evening turndown service as an additional room check",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[184,13,"Appearance of the staff (e.g. uniform and name tag)",1]
[185,14,"Attentiveness",1]
[186,15,"Attention to detail",1]
[187,16,"Cordiality, friendliness",1]
[188,17,"Efficiency (speed, flexibility)",1]
[189,18,"Readiness to help",1]
[190,19,"Clear, easy to understand pronounciation ",1]
[null,null,"Number of criteria met",{"$f":"SUM(D300:D322)","v":19}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D324*B322","v":4.2410714285714288}]
[null,null,"Points total",{"$f":"D324*D323","v":4.2410714285714288}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"8. Restaurant"]
[]
[null,null,"First impression",null,"Comments"]
[191,1,"Attentive greeting",1]
[192,2,"Corresponding ambience (e.g. background music)",1]
[193,3,"Suitable room decorations",1]
[194,4,"Pleasant room climate (e.g. no smell of smoke, free of kitchen smells) ",1]
[195,5,"Pleasant temperature",1]
[196,6,"Suitable lighting",1]
[197,7,"Escort to the table",1]
[198,8,"Seat request taken into account",1]
[199,9,"Pleasant room layout (e.g. distance between tables)",1]
[200,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Service, Restaurant",null,"Comments"]
[201,11,"Menu / wine card handed over open",1]
[202,12,"Menu / wine card clean and in flawless condition",1]
[203,13,"Coordinated layout of the menu and wine card",1]
[204,14,"Aperitif actively offered",1]
[205,15,"Orders taken in the correct sequence (e.g. ladies first)",1]
[206,16,"Problem-free order procedure",1]
[207,17,"Handling of personal amendment requests during the order",1]
[208,18,"Fresh roll with butter or spread",1]
[209,19,"Cutlery to suit the order (e.g. fish knife)",1]
[210,20,"Suitable waiting time",1]
[211,21,"Faultless service",1]
[212,22,"Individual courses served at the same time",1]
[213,23,"Unobstrusive clearing service",1]
[214,24,"Service presence",1]
[215,25,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Wine service",null,"Comments"]
[216,26,"Appropriate wine selection",1]
[217,27,"Attractive wine recommendations",1]
[218,28,"Offer of water",1]
[219,29,"Wine presentation (opening, tasting, temperature …) ",1]
[220,30,"Orders taken in the correct sequence (e.g. ladies first)",1]
[221,31,"Digestif recommendation",1]
[222,32,"Competency of the staff",1]
[]
[]
[]
[null,null,"Food",null,"Comments"]
[223,33,"Diversity",1]
[224,34,"Presentation",1]
[225,35,"Taste",1]
[226,36,"Temperature",1]
[227,37,"Suitable portion sizes",1]
[228,38,"Creativity of the cooking",1]
[229,39,"Quality and freshness",1]
[230,40,"Harmony of the cooking",1]
[231,41,"Cheese selection",1]
[232,42,"Bread selection",1]
[233,43,"Order recommendations",1]
[234,44,"Coffee and tea service (e.g. petit fours, sugar)",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[235,45,"Clean and matching table linen",1]
[236,46,"Matching table decoration (e.g. lit candles)",1]
[237,47,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[238,48,"Diversity of the condiments on offer",1]
[239,49,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[240,50,"Attendance",1]
[241,51,"Greeting",1]
[242,52,"Cordiality, friendliness",1]
[243,53,"Appearance of the stafff (e.g. uniform and name tag)",1]
[244,54,"Competency (e.g. knowledge of dishes/wines)",1]
[245,55,"Attention (e.g. eye contact)",1]
[246,56,"Attention to detail",1]
[247,57,"Efficiency (speed, flexibility)",1]
[248,58,"Readiness to help",1]
[249,59,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D334:D412)","v":59}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D414*B412","v":13.169642857142858}]
[null,null,"Points total",{"$f":"D414*D413","v":13.169642857142858}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"9. Breakfast"]
[]
[null,null,"First impression",null,"Comments"]
[250,1,"Attentive greeting",1]
[251,2,"Appropriate ambience (e.g. background music)",1]
[252,3,"Suitable room decorations",1]
[253,4,"Pleasant room climate (e.g. no smell of smoke, free of smells from the kitchen) ",1]
[254,5,"Pleasant temperature",1]
[255,6,"Suitable lighting",1]
[256,7,"Escort to the table",1]
[257,8,"Seat request taken into account",1]
[258,9,"Pleasant room layout (e.g. distance between tables)",1]
[259,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[260,11,"Clean and matching table linen",1]
[261,12,"Matching table decoration (e.g. lit candles)",1]
[262,13,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[263,14,"Diversity of the condiments on offer",1]
[264,15,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Service",null,"Comments"]
[265,16,"Orders taken in the correct sequence (e.g. ladies first)",1]
[266,17,"Problem-free order procedure",1]
[267,18,"Handling of personal amendment requests during the order",1]
[268,19,"Suitable waiting time",1]
[269,20,"Faultless service",1]
[270,21,"Unobstrusive clearing service",1]
[271,22,"Service presence",1]
[]
[]
[null,null,"Staff",null,"Kommentar"]
[272,23,"Attendance",1]
[273,24,"Greeting",1]
[274,25,"Cordiality, friendliness",1]
[275,26,"Appearance of the stafff (e.g. uniform and name tag)",1]
[276,27,"Competency",1]
[277,28,"Attention (e.g. eye contact)",1]
[278,29,"Attention to detail",1]
[279,30,"Efficiency (speed, flexibility)",1]
[280,31,"Readiness to help",1]
[281,32,"Clear, easy to understand pronounciation",1]
[]
[]
[]
[null,null,"Breakfast buffet",null,"Comments"]
[282,33,"Appealing presentation",1]
[283,34,"Selection suiting the standard",1]
[284,35,"Full selection at all times",1]
[285,36,"Quality",1]
[286,37,"Freshness",1]
[287,38,"Clean and tidy",1]
[288,39,"à la carte offers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D424:D477)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D479*B477","v":8.7053571428571441}]
[null,null,"Points total",{"$f":"D479*D478","v":8.7053571428571441}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"10. Room service"]
[null,null,null,null,"Comments"]
[289,1,"Order taken correctly",1]
[290,2,"Suitable waiting time",1]
[291,3,"Faultless service",1]
[292,4,"Arrangement / presentation",1]
[293,5,"Quality",1]
[294,6,"Freshness",1]
[295,7,"Temperature suitable for the food",1]
[296,8,"Selection suiting the standard",1]
[297,9,"Full selection at all times",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[298,10,"Greeting",1]
[299,11,"Cordiality, friendliness",1]
[300,12,"Appearance of the stafff (e.g. uniform and name tag)",1]
[301,13,"Competency",1]
[302,14,"Attention (e.g. eye contact)",1]
[303,15,"Attention to detail",1]
[304,16,"Efficiency (speed, flexibility)",1]
[305,17,"Readiness to help",1]
[306,18,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D488:D509)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D511*B509","v":4.0178571428571432}]
[null,null,"Points total",{"$f":"D511*D510","v":4.0178571428571432}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"11. Hotel bar"]
[]
[null,null,"First impression",null,"Comments"]
[307,1,"Attentive greeting",1]
[308,2,"Corresponding ambience (e.g. background music)",1]
[309,3,"Suitable room decorations",1]
[310,4,"Pleasant room climate",1]
[311,5,"Pleasant temperature",1]
[312,6,"Suitable lighting",1]
[313,7,"Pleasant room layout",1]
[314,8,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Bar service",null,"Comments"]
[315,9,"Menu handed over open",1]
[316,10,"Menu clean and in a faultless condition",1]
[317,11,"Matching layout of the (snacks and) drinks menu",1]
[318,12,"Orders taken in the correct sequence (e.g. ladies first)",1]
[319,13,"Problem-free order procedure",1]
[320,14,"Handling of personal amendment requests during the order",1]
[321,15,"Bar snacks on offer (e.g. peanuts, olives)",1]
[322,16,"Suitable waiting time",1]
[323,17,"Product quality",1]
[324,18,"Product freshness",1]
[325,19,"Product presentation",1]
[326,20,"Faultless service",1]
[327,21,"Unobtrusive clearing service",1]
[328,22,"Service presence",1]
[329,23,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[330,24,"Attendance",1]
[331,25,"Greeting",1]
[332,26,"Cordiality, friendliness",1]
[333,27,"Appearance of the stafff (e.g. uniform and name tag)",1]
[334,28,"Competency",1]
[335,29,"Attention (e.g. eye contact)",1]
[336,30,"Attention to detail",1]
[337,31,"Efficiency (speed, flexibility)",1]
[338,32,"Readiness to help",1]
[339,33,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D521:D561)","v":33}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D563*B561","v":7.3660714285714288}]
[null,null,"Points total",{"$f":"D563*D562","v":7.3660714285714288}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"12. Public area"]
[]
[null,null,"General impression",null,"Comments"]
[340,1,"Room climate (odour)",1]
[341,2,"Room temperature",1]
[342,3,"Suffient lighting",1]
[343,4,"Ambience / atmosphere ",1]
[344,5,"Furniture of an appropriate quality",1]
[345,6,"Clean and tidy",1]
[346,7,"Matching decorations (e.g. fresh flowers, display cabinets)",1]
[347,8,"Generous seating area for guests",1]
[]
[]
[]
[null,null,"General impression in the individual areas",null,"Comments"]
[348,9,"Lobby",1]
[349,10,"Reception",1]
[350,11,"Corridors",1]
[351,12,"Sanitary areas",1]
[352,13,"Lifts",1]
[null,null,"Number of criteria met",{"$f":"SUM(D573:D589)","v":13}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D591*B589","v":2.9017857142857144}]
[null,null,"Points total",{"$f":"D591*D590","v":2.9017857142857144}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"13. Spa and wellness"]
[]
[null,null,"Spa und wellness",null,"Comments"]
[353,1,"Diverse selection for active recreation (e.g. aqua aerobics)",1]
[354,2,"Diverse selection for passive recreation (e.g. massage)",1]
[355,3,"Smooth organisation",1]
[356,4,"Equipment in faultless condition",1]
[357,5,"Cleanliness",1]
[358,6,"Appropriate ambience (e.g. background music)",1]
[359,7,"Suitable room decoration",1]
[360,8,"Pleasant room climate",1]
[361,9,"Pleasant temperature",1]
[362,10,"Suitable lighting",1]
[363,11,"Pleasant room layout",1]
[364,12,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Staff in the spa and wellness area",null,"Comments"]
[365,13,"Attendance",1]
[366,14,"Greeting",1]
[367,15,"Cordiality, friendliness",1]
[368,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[369,17,"Competency",1]
[370,18,"Attention (e.g. eye contact)",1]
[371,19,"Attention to detail",1]
[372,20,"Efficiency (speed, flexibility)",1]
[373,21,"Readiness to help",1]
[374,22,"Clear, easy to understand pronounciation",1]
[375,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D601:D627)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D629*B627","v":5.1339285714285721}]
[null,null,"Points total",{"$f":"D629*D628","v":5.1339285714285721}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"14. Conference and meeting area"]
[]
[null,null,"Conference and meeting area",null,"Comments"]
[376,1,"Sufficiently signposted",1]
[377,2,"Infrastructure (technical equipment)",1]
[378,3,"Faultless condition",1]
[379,4,"Cleanliness",1]
[380,5,"Appropriate ambience",1]
[381,6,"Suitable room decoration",1]
[382,7,"Pleasant room atmosphere",1]
[383,8,"Pleasant temperature",1]
[384,9,"Suitable lighting",1]
[385,10,"Pleasant room layout",1]
[386,11,"Appropriate furniture",1]
[387,12,"Food and drinks service",1]
[null,null,"Staff in the conference and meeting area",null,"Comments"]
[388,13,"Attendance",1]
[389,14,"Greeting",1]
[390,15,"Cordiality, friendliness",1]
[391,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[392,17,"Competency",1]
[393,18,"Attention (e.g. eye contact)",1]
[394,19,"Attention to detail",1]
[395,20,"Efficiency (speed, flexibility)",1]
[396,21,"Readiness to help",1]
[397,22,"Clear, easy to understand pronounciation",1]
[398,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D639:D662)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D664*B662","v":5.1339285714285721}]
[null,null,"Points total",{"$f":"D664*D663","v":5.1339285714285721}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"15. Leisure activities"]
[]
[null,null,"Leisure activities",null,"Comments"]
[399,1,"Diverse selection for active recreation (e.g. hiking, cycling, skiing)",1]
[400,2,"Diverse selection for passive recreation (e.g. massage)",1]
[401,3,"Smooth organisation",1]
[402,4,"Equipment in faultless condition",1]
[403,5,"Cleanliness",1]
[404,6,"Appropriate ambience (e.g. background music)",1]
[405,7,"Suitable room decoration",1]
[406,8,"Pleasant room atmosphere",1]
[407,9,"Pleasant temperature",1]
[408,10,"Suitable lighting",1]
[409,11,"Pleasant room layout",1]
[410,12,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Staff in the leisure area",null,"Comments"]
[411,13,"Attendance",1]
[412,14,"Greeting",1]
[413,15,"Cordiality, friendliness",1]
[414,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[415,17,"Competency",1]
[416,18,"Attention (e.g. eye contact)",1]
[417,19,"Attention to detail",1]
[418,20,"Efficiency (speed, flexibility)",1]
[419,21,"Readiness to help",1]
[420,22,"Clear, easy to understand pronounciation",1]
[421,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D674:D700)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D702*B700","v":5.1339285714285721}]
[null,null,"Points total",{"$f":"D702*D701","v":5.1339285714285721}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"16. Other available services"]
[null,null,null,null,"Comments"]
[422,1,"Secure luggage storage (e.g. for arriving and departing guests)",1]
[423,2,"Availability of umbrellas",1]
[424,3,"Ticket sales and service",1]
[425,4,"Shuttle bus or limousine service",1]
[426,5,"Secretary service",1]
[427,6,"Complaints management",1]
[428,7,"Systematic guest surveys",1]
[429,8,"Feedback forums (e.g. guest book, internet)",1]
[430,9,"Babysitter available on request",1]
[null,null,"Number of criteria met",{"$f":"SUM(D711:D719)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D721*B719","v":2.0089285714285716}]
[null,null,"Points total",{"$f":"D721*D720","v":2.0089285714285716}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"17. Check-out"]
[]
[null,null,"Front office staff",null,"Comments"]
[431,1,"Attendance",1]
[432,2,"Cordiality, friendliness",1]
[433,3,"Appearance of the stafff (e.g. uniform and name tag)",1]
[434,4,"Competency",1]
[435,5,"Knowledge of foreign langauges",1]
[436,6,"Attentiveness",1]
[437,7,"Attention to detail",1]
[438,8,"Efficiency (speed, flexibility)",1]
[439,9,"Readiness to help",1]
[440,10,"Clear, easy to understand pronounciation",1]
[441,11,"Guest addressed by name",1]
[442,12,"Luggage service offered",1]
[]
[]
[]
[null,null,"Check-out process",null,"Comment"]
[443,13,"Prepared invoice",1]
[444,14,"Correct invoicing and explanation",1]
[445,15,"Invoice preparation and handover (e.g. in an envelope)",1]
[446,16,"Flexible means of payment (e.g. credit cards) ",1]
[447,17,"Goodbye",1]
[448,18,"Post-support for the departing guest (request only)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D731:D752)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D768","v":0.22321428571428573}]
[null,null,"Maximal total",{"$f":"D754*B752","v":4.0178571428571432}]
[null,null,"Points total",{"$f":"D754*D753","v":4.0178571428571432}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"Maximum total",{"$f":"D755+D722+D703+D665+D630+D592+D564+D512+D480+D415+D325+D291+D190+D128+D109+D81+D48","v":100}]
[null,null,"of which the following are to be reached"]
[null,null,"3*S ",0.65]
[null,null,"4*S ",0.75]
[null,null,"5* ",0.85]
[null,null,"5*S ",0.9]
[]
[null,null,"100/448=",{"$f":"100/A752","v":0.22321428571428573}]
[]
[null,null,"Total achieved",{"$f":"D49+D82+D110+D129+D191+D292+D326+D416+D481+D513+D565+D593+D631+D666+D704+D723+D756","v":99.999999999999986}]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[null,null,"Contact details for further information:"]
[null,null,"                                Matthias Koch / Katrin Muhr / Nina Pavicevic / Andrea Gloser"]
[null,null,"                                Fachverband Hotellerie"]
[null,null,"                                Wiedner Hauptstraße 63"]
[null,null,"                                1045 Vienna / Austria"]
[null,null,"                                T: +43(0)590900/3554    F: +43(0)590900/3568"]
[null,null,"                                E: hotelsterne@wko.at"]
[]
[]
[null,null,"Vienna, 13.10.2010"]

{"sheet":"spa + leisure","index":3,"n_rows":761,"n_cols":5,"rows_kept":761,"cut":false,"hidden":false,"merged":[[633,2,633,4],[671,2,671,4],[690,2,690,4],[723,2,723,4],[328,2,328,4],[418,2,418,4],[483,2,483,4],[515,2,515,4],[567,2,567,4],[595,2,595,4],[294,2,294,4],[51,2,51,4],[84,2,84,4],[112,2,112,4],[131,2,131,4],[193,2,193,4]]}
[]
[]
[]
[]
[]
[]
[null,null,"                 Austrian Professional Hotel Association"]
[]
[]
[]
[null,null,"             Questionnaire Mystery Guest check"]
[]
[]
[]
[]
[]
[]
[null,null,"                                              Working document, 13.10.2010"]
[]
[]
[]
[]
[]
[null,null,"This is a list of the necessary test criteria for companies which want to carry out a mystery test within the scope of the Austrian hotel classification. The steering commission or the Austrian Professional Hotel Association, respectively, will make the final decision about the company's listing after checking the prerequisites."]
[]
[null,null,"positively met criteria",1]
[null,null,"negatively met criteria",0]
[]
[]
[null,null,"1. Website"]
[null,null,null,null,"Comments"]
[1,1,"Clear website address",1]
[2,2,"All links working",1]
[3,3,"Clear arrangement",1]
[4,4,"Search function",1]
[5,5,"Integrated guest feedback",1]
[6,6,"Typing, spelling and grammar errors",1]
[7,7,"Informative, realistic presence with hotel pictures",1]
[8,8,"Up-to-date",1]
[9,9,"Legal information",1]
[10,10,"English translation",1]
[11,11,"Contact details (e-mail, telephone, etc.)",1]
[12,12,"Online booking on own website ",1]
[13,13,"Directions / Map",1]
[14,14,"General Terms and Conditions or cancellation conditions available",1]
[null,null,"Number of criteria met",{"$f":"SUM(D32:D45)","v":14}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D47*B45","v":3.2941176470588234}]
[null,null,"Points total",{"$f":"D46*D47","v":3.2941176470588234}]
[]
[null,null,"Comments"]
[]
[null,null,"2. E-mail and mail"]
[]
[null,null,"Response to your e-mail request, ",null,"Comments"]
[15,1,"Within … hours of the request (3*S - 12; 4*S - 8; 5*/5*S - 4)",1]
[16,2,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[17,3,"Information content (e.g. additional offers)",1]
[18,4,"Individual processing ",1]
[19,5,"In case of an offer: details about the cancellation conditions",1]
[]
[]
[]
[null,null,"Reservation confirmation (e-mail, fax) as as response to your booking",null,"Comments"]
[20,6,"Within … hours of the reservation (3*S - 24; 4*S - 12; 5*/5*S - 8)",1]
[21,7,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[22,8,"Information content (including the current directions / map) ",1]
[23,9,"Information about the cancellation conditions",1]
[]
[]
[]
[null,null,"Documents sent by post",null,"Comments"]
[24,10,"Delivery within 3 working days",1]
[25,11,"Cover letter",1]
[26,12,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[27,13,"Information content (e.g. additional offers), ",1]
[28,14,"Individual processing",1]
[29,15,"Corresponding qualitative documents and leaflets",1]
[null,null,"Number of criteria met",{"$f":"SUM(D56:D78)","v":15}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D80*B78","v":3.5294117647058822}]
[null,null,"Points total",{"$f":"D80*D79","v":3.5294117647058822}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"3. Telephone"]
[null,null,null,null,"Comments"]
[30,1,"Waiting time (3*S - 1 min.; 4*S - 30 seconds; 5*/5*S - 15 seconds)",1]
[31,2,"Text or sound recordings during the waiting time",1]
[32,3,"Cordiality",1]
[33,4,"Clear voice and pronounciation",1]
[34,5,"Addressed by name",1]
[35,6,"All data compiled (e.g. address, telephone, e-mail request)",1]
[36,7,"Professional competency",1]
[37,8,"Arrival and departure dates repeated and confirmed",1]
[38,9,"Information about categories",1]
[39,10,"Information about prices",1]
[40,11,"Information about forms of payment",1]
[41,12,"Information about services",1]
[42,13,"Information about check-in times",1]
[43,14,"Information about additional offers",1]
[44,15,"Arrival directions",1]
[45,16,"Offer of a provisional booking",1]
[46,17,"Reference to the cancellation conditions",1]
[47,18,"Friendly goodbye and thanks",1]
[null,null,"Number of criteria met",{"$f":"SUM(D89:D106)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D108*B106","v":4.2352941176470589}]
[null,null,"Points total",{"$f":"D108*D107","v":4.2352941176470589}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"4. Arrival and outdoor facilities"]
[null,null,null,null,"Comments"]
[48,1,"Easy to find (e.g. signposted)",1]
[49,2,"Access options",1]
[50,3,"Parking spaces",1]
[51,4,"Garage parking spaces",1]
[52,5,"Lighting",1]
[53,6,"Luggage service",1]
[54,7,"Easy orientation",1]
[55,8,"Cleanliness and condition",1]
[56,9,"Parking service (e.g. doorman, valet)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D117:D125)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D127*B125","v":2.1176470588235294}]
[null,null,"Points total",{"$f":"D127*D126","v":2.1176470588235294}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"5. Check-in"]
[]
[null,null,"Reception",null,"Comments"]
[57,1,"Room climate (odour)",1]
[58,2,"Room temperature",1]
[59,3,"Sufficient lighting",1]
[60,4,"Ambience/atmosphere",1]
[61,5,"Furniture of an appropriate quality",1]
[62,6,"Clean and tidy",1]
[63,7,"Matching decorations",1]
[64,8,"Generous seating area for guests",1]
[65,9,"Appearance of the check-in area (front office - clean and tidy)",1]
[]
[]
[]
[null,null,"Front office staff",null,"Comments"]
[66,10,"Attendance",1]
[67,11,"Greeting (e.g. welcome drink)",1]
[68,12,"Cordiality and friendliness",1]
[69,13,"Appearance of the employees (e.g. uniform, name tag)",1]
[70,14,"Professional competency",1]
[71,15,"Knowledge of foreign languages",1]
[72,16,"Attentiveness",1]
[73,17,"Attention to detail",1]
[74,18,"Efficiency (speed and flexibility)",1]
[75,19,"Readiness to help",1]
[76,20,"Clear, easy to understand pronounciation ",1]
[77,21,"Guest addressed by name",1]
[78,22,"Pre-prepared registration form",1]
[79,23,"Luggage service offered",1]
[80,24,"Offer of escorting to the room",1]
[81,25,"General site information offered or provided",1]
[82,26,"Pleasant stay wished",1]
[]
[]
[]
[null,null,"Escort to the room",null,"Comments"]
[83,27,"Appearance of the employee",1]
[84,28,"Friendliness, conversation",1]
[]
[]
[]
[null,null,"Room information",null,"Comments"]
[85,29,"Indication of the main switch (for power in the room) ",1]
[86,30,"Indication of the heating or air-conditioning",1]
[87,31,"Telephone (written information sufficient)",1]
[88,32,"Telephone book or numbers (for room service) - written information sufficient",1]
[89,33,"Minibar (written information sufficient)",1]
[90,34,"Safe (written information sufficient)",1]
[91,35,"Laundry service (written information sufficient)",1]
[92,36,"Ironing service (written information sufficient)",1]
[93,37,"Opening hours of the restaurant and bar (written information sufficient)",1]
[94,38,"Breakfast times (written information sufficient)",1]
[95,39,"Reception available 24 hours and attended for … hours (3*S - 14; 4*S - 18; 5*/5*S - 24)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D137:D187)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D189*B187","v":9.1764705882352935}]
[null,null,"Points total",{"$f":"D189*D188","v":9.1764705882352935}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"6. Rooms"]
[]
[null,null,"First impression and general character",null,"Comments"]
[96,1,"Room climate (fresh odour)",1]
[97,2,"Pleasant temperature",1]
[98,3,"Atmosphere (well-being)",1]
[99,4,"Noise level (quiet)",1]
[100,5,"Corresponding furniture",1]
[101,6,"Cleanliness",1]
[102,7,"Welcome letter / card",1]
[103,8,"Greeting (e.g. flours, fruit, confectionary ...) ",1]
[104,9,"Door lock working properly",1]
[]
[]
[]
[null,null,"The bed",null,"Comments"]
[105,10,"Suitable for the hotel standard",1]
[106,11,"Quality of the bed sheets is appropriate",1]
[107,12,"Mattress/lying comfort ",1]
[108,13,"Bed sheets suitable for the time of year",1]
[109,14,"Additional pillows available on request",1]
[110,15,"Additional bed sheets available on request",1]
[111,16,"Two pillows per guest",1]
[112,17,"Selection of different pillows (e.g. anti-allergy)",1]
[]
[null,null,"Furniture",null,"Comments"]
[113,18,"Quality and condition of the curtains",1]
[114,19,"Darkening possible with the curtains",1]
[115,20,"Switches and sockets easy to reach",1]
[116,21,"Defect-free walls",1]
[117,22,"Defect-free lighting",1]
[118,23,"Defect-free furniture",1]
[119,24,"Suitable number of uniform hangers (no wire hangers)",1]
[120,25,"Spacious storage area",1]
[121,26,"Spacious hanging area in the wardrobes",1]
[]
[]
[]
[null,null,"Equipment and services",null,"Comments"]
[122,27,"Radio and TV programs properly set",1]
[123,28,"List of programs available",1]
[124,29,"Current television guide displayed",1]
[125,30,"Writing folder with writing utensils ",1]
[126,31,"Telephone with the option of make internal and external calls",1]
[127,32,"Multi-lingual operating instructions for the telephone",1]
[128,33,"Writing pad and pencil next to the phone",1]
[129,34,"Working modem connection (or equivalent Internet connection available for the guest)",1]
[130,35,"Internet connection in the room (wireless or plug-in)",1]
[131,36,"PC with internet available in the room on request",1]
[132,37,"Proper functioning of all electrical equipment (e.g. lights, TV and hair dryer)",1]
[133,38,"Safe in the room",1]
[134,39,"Alarm (or an alarm function on the TV or telephone)",1]
[135,40,"Alternative alarm service (reliability, friendliness)",1]
[136,41,"\"Do not disturb/please clean\" sign available",1]
[137,42,"Condition and up-to-date status of the information folder",1]
[138,43,"Safety instructions (e.g. fire protection, emergency escape routes) visible",1]
[139,44,"Room prices on display or in the information folder",1]
[140,45,"Guest mazagine laid out",1]
[141,46,"Newspaper and magazine service",1]
[142,47,"Service manual",1]
[143,48,"Multi-lingual service manual",1]
[144,49,"At least two drinking glasses on coasters (e.g. serviettes)",1]
[145,50,"Drinks from room service",1]
[146,51,"Food from room service ",1]
[147,52,"Breakfest menu from room service",1]
[148,53,"Laundry service",1]
[149,54,"Ironing service",1]
[150,55,"Sewing service",1]
[151,56,"Shoe shining service",1]
[]
[]
[]
[null,null,"Bathroom",null,"Comments"]
[152,57,"Atmosphere (feeling of well-being)",1]
[153,58,"Corresponding equipment",1]
[154,59,"Brightness",1]
[155,60,"Proper hygiene and cleanliness",1]
[156,61,"Floor in the shower / bath made of non-slip material",1]
[157,62,"Easy to use taps",1]
[158,63,"One clean toothbrush glass per person",1]
[159,64,"At least one good quality hand towel per person",1]
[160,65,"At least one good quality bath towel per person",1]
[161,66,"Textile bath mat",1]
[162,67,"Hair dryer",1]
[163,68,"Selection of guest supplies (e.g. shower gel, soap and facial tissues)",1]
[164,69,"Quality of the guest supplies (e.g. shower gel, soap and facial tissues)",1]
[165,70,"Good quality bathrobe for each person",1]
[166,71,"House shoes or slippers",1]
[167,72,"Modern functioning set of bathroom scales",1]
[168,73,"Sufficient lighting of the shaving or make-up mirror",1]
[169,74,"Sufficient storage area",1]
[170,75,"Spare toilet roll",1]
[171,76,"Clean and hygienic waste containers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D199:D288)","v":76}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D290*B288","v":17.882352941176471}]
[null,null,"Points total",{"$f":"D290*D289","v":17.882352941176471}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"7. Housekeeping"]
[]
[null,null,"General",null,"Comments"]
[172,1,"Cleanliness and state of the room",1]
[173,2,"Cleanliness and state of the room furniture",1]
[174,3,"Cleanliness and state of the bathroom",1]
[175,4,"Cleanliness and state of the bathroom furniture",1]
[176,5,"Cleanliness and state of the terrace / balcony",1]
[177,6,"Cleanliness and state of the public areas (e.g. corridors, spa and leisure facilities)",1]
[178,7,"Well-stocked mini bar",1]
[179,8,"Daily change of bedsheets on request",1]
[180,9,"Daily change of hand towels, bath towels and bath mats or a reference to the possibility",1]
[181,10,"Daily emptying of rubbish bins",1]
[182,11,"Cleanliness and state of the bed",1]
[183,12,"Evening turndown service as an additional room check",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[184,13,"Appearance of the staff (e.g. uniform and name tag)",1]
[185,14,"Attentiveness",1]
[186,15,"Attention to detail",1]
[187,16,"Cordiality, friendliness",1]
[188,17,"Efficiency (speed, flexibility)",1]
[189,18,"Readiness to help",1]
[190,19,"Clear, easy to understand pronounciation ",1]
[null,null,"Number of criteria met",{"$f":"SUM(D300:D322)","v":19}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D324*B322","v":4.4705882352941178}]
[null,null,"Points total",{"$f":"D324*D323","v":4.4705882352941178}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"8. Restaurant"]
[]
[null,null,"First impression",null,"Comments"]
[191,1,"Attentive greeting",1]
[192,2,"Corresponding ambience (e.g. background music)",1]
[193,3,"Suitable room decorations",1]
[194,4,"Pleasant room climate (e.g. no smell of smoke, free of kitchen smells) ",1]
[195,5,"Pleasant temperature",1]
[196,6,"Suitable lighting",1]
[197,7,"Escort to the table",1]
[198,8,"Seat request taken into account",1]
[199,9,"Pleasant room layout (e.g. distance between tables)",1]
[200,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Service, Restaurant",null,"Comments"]
[201,11,"Menu / wine card handed over open",1]
[202,12,"Menu / wine card clean and in flawless condition",1]
[203,13,"Coordinated layout of the menu and wine card",1]
[204,14,"Aperitif actively offered",1]
[205,15,"Orders taken in the correct sequence (e.g. ladies first)",1]
[206,16,"Problem-free order procedure",1]
[207,17,"Handling of personal amendment requests during the order",1]
[208,18,"Fresh roll with butter or spread",1]
[209,19,"Cutlery to suit the order (e.g. fish knife)",1]
[210,20,"Suitable waiting time",1]
[211,21,"Faultless service",1]
[212,22,"Individual courses served at the same time",1]
[213,23,"Unobstrusive clearing service",1]
[214,24,"Service presence",1]
[215,25,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Wine service",null,"Comments"]
[216,26,"Appropriate wine selection",1]
[217,27,"Attractive wine recommendations",1]
[218,28,"Offer of water",1]
[219,29,"Wine presentation (opening, tasting, temperature …) ",1]
[220,30,"Orders taken in the correct sequence (e.g. ladies first)",1]
[221,31,"Digestif recommendation",1]
[222,32,"Competency of the staff",1]
[]
[]
[]
[null,null,"Food",null,"Comments"]
[223,33,"Diversity",1]
[224,34,"Presentation",1]
[225,35,"Taste",1]
[226,36,"Temperature",1]
[227,37,"Suitable portion sizes",1]
[228,38,"Creativity of the cooking",1]
[229,39,"Quality and freshness",1]
[230,40,"Harmony of the cooking",1]
[231,41,"Cheese selection",1]
[232,42,"Bread selection",1]
[233,43,"Order recommendations",1]
[234,44,"Coffee and tea service (e.g. petit fours, sugar)",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[235,45,"Clean and matching table linen",1]
[236,46,"Matching table decoration (e.g. lit candles)",1]
[237,47,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[238,48,"Diversity of the condiments on offer",1]
[239,49,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[240,50,"Attendance",1]
[241,51,"Greeting",1]
[242,52,"Cordiality, friendliness",1]
[243,53,"Appearance of the stafff (e.g. uniform and name tag)",1]
[244,54,"Competency (e.g. knowledge of dishes/wines)",1]
[245,55,"Attention (e.g. eye contact)",1]
[246,56,"Attention to detail",1]
[247,57,"Efficiency (speed, flexibility)",1]
[248,58,"Readiness to help",1]
[249,59,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D334:D412)","v":59}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D414*B412","v":13.882352941176471}]
[null,null,"Points total",{"$f":"D414*D413","v":13.882352941176471}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"9. Breakfast"]
[]
[null,null,"First impression",null,"Comments"]
[250,1,"Attentive greeting",1]
[251,2,"Appropriate ambience (e.g. background music)",1]
[252,3,"Suitable room decorations",1]
[253,4,"Pleasant room climate (e.g. no smell of smoke, free of smells from the kitchen) ",1]
[254,5,"Pleasant temperature",1]
[255,6,"Suitable lighting",1]
[256,7,"Escort to the table",1]
[257,8,"Seat request taken into account",1]
[258,9,"Pleasant room layout (e.g. distance between tables)",1]
[259,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[260,11,"Clean and matching table linen",1]
[261,12,"Matching table decoration (e.g. lit candles)",1]
[262,13,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[263,14,"Diversity of the condiments on offer",1]
[264,15,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Service",null,"Comments"]
[265,16,"Orders taken in the correct sequence (e.g. ladies first)",1]
[266,17,"Problem-free order procedure",1]
[267,18,"Handling of personal amendment requests during the order",1]
[268,19,"Suitable waiting time",1]
[269,20,"Faultless service",1]
[270,21,"Unobstrusive clearing service",1]
[271,22,"Service presence",1]
[]
[]
[null,null,"Staff",null,"Kommentar"]
[272,23,"Attendance",1]
[273,24,"Greeting",1]
[274,25,"Cordiality, friendliness",1]
[275,26,"Appearance of the stafff (e.g. uniform and name tag)",1]
[276,27,"Competency",1]
[277,28,"Attention (e.g. eye contact)",1]
[278,29,"Attention to detail",1]
[279,30,"Efficiency (speed, flexibility)",1]
[280,31,"Readiness to help",1]
[281,32,"Clear, easy to understand pronounciation",1]
[]
[]
[]
[null,null,"Breakfast buffet",null,"Comments"]
[282,33,"Appealing presentation",1]
[283,34,"Selection suiting the standard",1]
[284,35,"Full selection at all times",1]
[285,36,"Quality",1]
[286,37,"Freshness",1]
[287,38,"Clean and tidy",1]
[288,39,"à la carte offers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D424:D477)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D479*B477","v":9.1764705882352935}]
[null,null,"Points total",{"$f":"D479*D478","v":9.1764705882352935}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"10. Room service"]
[null,null,null,null,"Comments"]
[289,1,"Order taken correctly",1]
[290,2,"Suitable waiting time",1]
[291,3,"Faultless service",1]
[292,4,"Arrangement / presentation",1]
[293,5,"Quality",1]
[294,6,"Freshness",1]
[295,7,"Temperature suitable for the food",1]
[296,8,"Selection suiting the standard",1]
[297,9,"Full selection at all times",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[298,10,"Greeting",1]
[299,11,"Cordiality, friendliness",1]
[300,12,"Appearance of the stafff (e.g. uniform and name tag)",1]
[301,13,"Competency",1]
[302,14,"Attention (e.g. eye contact)",1]
[303,15,"Attention to detail",1]
[304,16,"Efficiency (speed, flexibility)",1]
[305,17,"Readiness to help",1]
[306,18,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D488:D509)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D511*B509","v":4.2352941176470589}]
[null,null,"Points total",{"$f":"D511*D510","v":4.2352941176470589}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"11. Hotel bar"]
[]
[null,null,"First impression",null,"Comments"]
[307,1,"Attentive greeting",1]
[308,2,"Corresponding ambience (e.g. background music)",1]
[309,3,"Suitable room decorations",1]
[310,4,"Pleasant room climate",1]
[311,5,"Pleasant temperature",1]
[312,6,"Suitable lighting",1]
[313,7,"Pleasant room layout",1]
[314,8,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Bar service",null,"Comments"]
[315,9,"Menu handed over open",1]
[316,10,"Menu clean and in a faultless condition",1]
[317,11,"Matching layout of the (snacks and) drinks menu",1]
[318,12,"Orders taken in the correct sequence (e.g. ladies first)",1]
[319,13,"Problem-free order procedure",1]
[320,14,"Handling of personal amendment requests during the order",1]
[321,15,"Bar snacks on offer (e.g. peanuts, olives)",1]
[322,16,"Suitable waiting time",1]
[323,17,"Product quality",1]
[324,18,"Product freshness",1]
[325,19,"Product presentation",1]
[326,20,"Faultless service",1]
[327,21,"Unobtrusive clearing service",1]
[328,22,"Service presence",1]
[329,23,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[330,24,"Attendance",1]
[331,25,"Greeting",1]
[332,26,"Cordiality, friendliness",1]
[333,27,"Appearance of the stafff (e.g. uniform and name tag)",1]
[334,28,"Competency",1]
[335,29,"Attention (e.g. eye contact)",1]
[336,30,"Attention to detail",1]
[337,31,"Efficiency (speed, flexibility)",1]
[338,32,"Readiness to help",1]
[339,33,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D521:D561)","v":33}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D563*B561","v":7.7647058823529411}]
[null,null,"Points total",{"$f":"D563*D562","v":7.7647058823529411}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"12. Public area"]
[]
[null,null,"General impression",null,"Comments"]
[340,1,"Room climate (odour)",1]
[341,2,"Room temperature",1]
[342,3,"Suffient lighting",1]
[343,4,"Ambience / atmosphere ",1]
[344,5,"Furniture of an appropriate quality",1]
[345,6,"Clean and tidy",1]
[346,7,"Matching decorations (e.g. fresh flowers, display cabinets)",1]
[347,8,"Generous seating area for guests",1]
[]
[]
[]
[null,null,"General impression in the individual areas",null,"Comments"]
[348,9,"Lobby",1]
[349,10,"Reception",1]
[350,11,"Corridors",1]
[351,12,"Sanitary areas",1]
[352,13,"Lifts",1]
[null,null,"Number of criteria met",{"$f":"SUM(D573:D589)","v":13}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D591*B589","v":3.0588235294117645}]
[null,null,"Points total",{"$f":"D591*D590","v":3.0588235294117645}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"13. Spa and wellness"]
[]
[null,null,"Spa und wellness",null,"Comments"]
[353,1,"Diverse selection for active recreation (e.g. aqua aerobics)",1]
[354,2,"Diverse selection for passive recreation (e.g. massage)",1]
[355,3,"Smooth organisation",1]
[356,4,"Equipment in faultless condition",1]
[357,5,"Cleanliness",1]
[358,6,"Appropriate ambience (e.g. background music)",1]
[359,7,"Suitable room decoration",1]
[360,8,"Pleasant room climate",1]
[361,9,"Pleasant temperature",1]
[362,10,"Suitable lighting",1]
[363,11,"Pleasant room layout",1]
[364,12,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Staff in the spa and wellness area",null,"Comments"]
[365,13,"Attendance",1]
[366,14,"Greeting",1]
[367,15,"Cordiality, friendliness",1]
[368,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[369,17,"Competency",1]
[370,18,"Attention (e.g. eye contact)",1]
[371,19,"Attention to detail",1]
[372,20,"Efficiency (speed, flexibility)",1]
[373,21,"Readiness to help",1]
[374,22,"Clear, easy to understand pronounciation",1]
[375,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D601:D627)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D629*B627","v":5.4117647058823533}]
[null,null,"Points total",{"$f":"D629*D628","v":5.4117647058823533}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"14. Leisure activities"]
[]
[null,null,"Leisure activities",null,"Comments"]
[376,1,"Diverse selection for active recreation (e.g. hiking, cycling, skiing)",1]
[377,2,"Diverse selection for passive recreation (e.g. massage)",1]
[378,3,"Smooth organisation",1]
[379,4,"Equipment in faultless condition",1]
[380,5,"Cleanliness",1]
[381,6,"Appropriate ambience (e.g. background music)",1]
[382,7,"Suitable room decoration",1]
[383,8,"Pleasant room atmosphere",1]
[384,9,"Pleasant temperature",1]
[385,10,"Suitable lighting",1]
[386,11,"Pleasant room layout",1]
[387,12,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Staff in the leisure area",null,"Comments"]
[388,13,"Attendance",1]
[389,14,"Greeting",1]
[390,15,"Cordiality, friendliness",1]
[391,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[392,17,"Competency",1]
[393,18,"Attention (e.g. eye contact)",1]
[394,19,"Attention to detail",1]
[395,20,"Efficiency (speed, flexibility)",1]
[396,21,"Readiness to help",1]
[397,22,"Clear, easy to understand pronounciation",1]
[398,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D639:D665)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D667*B665","v":5.4117647058823533}]
[null,null,"Points total",{"$f":"D667*D666","v":5.4117647058823533}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"15. Other available services"]
[null,null,null,null,"Comments"]
[399,1,"Secure luggage storage (e.g. for arriving and departing guests)",1]
[400,2,"Availability of umbrellas",1]
[401,3,"Ticket sales and service",1]
[402,4,"Shuttle bus or limousine service",1]
[403,5,"Secretary service",1]
[404,6,"Complaints management",1]
[405,7,"Systematic guest surveys",1]
[406,8,"Feedback forums (e.g. guest book, internet)",1]
[407,9,"Babysitter available on request",1]
[null,null,"Number of criteria met",{"$f":"SUM(D676:D684)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D686*B684","v":2.1176470588235294}]
[null,null,"Points total",{"$f":"D686*D685","v":2.1176470588235294}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"16. Check-out"]
[]
[null,null,"Front office staff",null,"Comments"]
[408,1,"Attendance",1]
[409,2,"Cordiality, friendliness",1]
[410,3,"Appearance of the stafff (e.g. uniform and name tag)",1]
[411,4,"Competency",1]
[412,5,"Knowledge of foreign langauges",1]
[413,6,"Attentiveness",1]
[414,7,"Attention to detail",1]
[415,8,"Efficiency (speed, flexibility)",1]
[416,9,"Readiness to help",1]
[417,10,"Clear, easy to understand pronounciation",1]
[418,11,"Guest addressed by name",1]
[419,12,"Luggage service offered",1]
[]
[]
[]
[null,null,"Check-out process",null,"Comment"]
[420,13,"Prepared invoice",1]
[421,14,"Correct invoicing and explanation",1]
[422,15,"Invoice preparation and handover (e.g. in an envelope)",1]
[423,16,"Flexible means of payment (e.g. credit cards) ",1]
[424,17,"Goodbye",1]
[425,18,"Post-support for the departing guest (request only)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D696:D717)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D733","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D719*B717","v":4.2352941176470589}]
[null,null,"Points total",{"$f":"D719*D718","v":4.2352941176470589}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"Maximum total",{"$f":"D48+D81+D109+D128+D190+D291+D325+D415+D480+D512+D564+D592+D630+D668+D687+D720","v":100}]
[null,null,"of which the following are to be reached"]
[null,null,"3*S ",0.65]
[null,null,"4*S ",0.75]
[null,null,"5* ",0.85]
[null,null,"5*S ",0.9]
[]
[null,null,"100/425=",{"$f":"100/A717","v":0.23529411764705882}]
[]
[null,null,"Total achieved",{"$f":"D49+D82+D110+D129+D191+D292+D326+D416+D481+D513+D565+D593+D631+D669+D688+D721","v":100}]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[null,null,"Contact details for further information:"]
[null,null,"                                Matthias Koch / Katrin Muhr / Nina Pavicevic / Andrea Gloser"]
[null,null,"                                Fachverband Hotellerie"]
[null,null,"                                Wiedner Hauptstraße 63"]
[null,null,"                                1045 Vienna / Austria"]
[null,null,"                                T: +43(0)590900/3554    F: +43(0)590900/3568"]
[null,null,"                                E: hotelsterne@wko.at"]
[]
[]
[null,null,"Vienna, 13.10.2010"]

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[]
[]
[]
[]
[]
[]
[null,null,"                 Austrian Professional Hotel Association"]
[]
[]
[]
[null,null,"             Questionnaire Mystery Guest check"]
[]
[]
[]
[]
[]
[]
[null,null,"                                              Working document, 13.10.2010"]
[]
[]
[]
[]
[]
[null,null,"This is a list of the necessary test criteria for companies which want to carry out a mystery test within the scope of the Austrian hotel classification. The steering commission or the Austrian Professional Hotel Association, respectively, will make the final decision about the company's listing after checking the prerequisites."]
[]
[null,null,"positively met criteria",1]
[null,null,"negatively met criteria",0]
[]
[]
[null,null,"1. Website"]
[null,null,null,null,"Comments"]
[1,1,"Clear website address",1]
[2,2,"All links working",1]
[3,3,"Clear arrangement",1]
[4,4,"Search function",1]
[5,5,"Integrated guest feedback",1]
[6,6,"Typing, spelling and grammar errors",1]
[7,7,"Informative, realistic presence with hotel pictures",1]
[8,8,"Up-to-date",1]
[9,9,"Legal information",1]
[10,10,"English translation",1]
[11,11,"Contact details (e-mail, telephone, etc.)",1]
[12,12,"Online booking on own website ",1]
[13,13,"Directions / Map",1]
[14,14,"General Terms and Conditions or cancellation conditions available",1]
[null,null,"Number of criteria met",{"$f":"SUM(D32:D45)","v":14}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D47*B45","v":3.2941176470588234}]
[null,null,"Points total",{"$f":"D46*D47","v":3.2941176470588234}]
[]
[null,null,"Comments"]
[]
[null,null,"2. E-mail and mail"]
[]
[null,null,"Response to your e-mail request, ",null,"Comments"]
[15,1,"Within … hours of the request (3*S - 12; 4*S - 8; 5*/5*S - 4)",1]
[16,2,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[17,3,"Information content (e.g. additional offers)",1]
[18,4,"Individual processing ",1]
[19,5,"In case of an offer: details about the cancellation conditions",1]
[]
[]
[]
[null,null,"Reservation confirmation (e-mail, fax) as as response to your booking",null,"Comments"]
[20,6,"Within … hours of the reservation (3*S - 24; 4*S - 12; 5*/5*S - 8)",1]
[21,7,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[22,8,"Information content (including the current directions / map) ",1]
[23,9,"Information about the cancellation conditions",1]
[]
[]
[]
[null,null,"Documents sent by post",null,"Comments"]
[24,10,"Delivery within 3 working days",1]
[25,11,"Cover letter",1]
[26,12,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[27,13,"Information content (e.g. additional offers), ",1]
[28,14,"Individual processing",1]
[29,15,"Corresponding qualitative documents and leaflets",1]
[null,null,"Number of criteria met",{"$f":"SUM(D56:D78)","v":15}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D80*B78","v":3.5294117647058822}]
[null,null,"Points total",{"$f":"D80*D79","v":3.5294117647058822}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"3. Telephone"]
[null,null,null,null,"Comments"]
[30,1,"Waiting time (3*S - 1 min.; 4*S - 30 seconds; 5*/5*S - 15 seconds)",1]
[31,2,"Text or sound recordings during the waiting time",1]
[32,3,"Cordiality",1]
[33,4,"Clear voice and pronounciation",1]
[34,5,"Addressed by name",1]
[35,6,"All data compiled (e.g. address, telephone, e-mail request)",1]
[36,7,"Professional competency",1]
[37,8,"Arrival and departure dates repeated and confirmed",1]
[38,9,"Information about categories",1]
[39,10,"Information about prices",1]
[40,11,"Information about forms of payment",1]
[41,12,"Information about services",1]
[42,13,"Information about check-in times",1]
[43,14,"Information about additional offers",1]
[44,15,"Arrival directions",1]
[45,16,"Offer of a provisional booking",1]
[46,17,"Reference to the cancellation conditions",1]
[47,18,"Friendly goodbye and thanks",1]
[null,null,"Number of criteria met",{"$f":"SUM(D89:D106)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D108*B106","v":4.2352941176470589}]
[null,null,"Points total",{"$f":"D108*D107","v":4.2352941176470589}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"4. Arrival and outdoor facilities"]
[null,null,null,null,"Comments"]
[48,1,"Easy to find (e.g. signposted)",1]
[49,2,"Access options",1]
[50,3,"Parking spaces",1]
[51,4,"Garage parking spaces",1]
[52,5,"Lighting",1]
[53,6,"Luggage service",1]
[54,7,"Easy orientation",1]
[55,8,"Cleanliness and condition",1]
[56,9,"Parking service (e.g. doorman, valet)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D117:D125)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D127*B125","v":2.1176470588235294}]
[null,null,"Points total",{"$f":"D127*D126","v":2.1176470588235294}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"5. Check-in"]
[]
[null,null,"Reception",null,"Comments"]
[57,1,"Room climate (odour)",1]
[58,2,"Room temperature",1]
[59,3,"Sufficient lighting",1]
[60,4,"Ambience/atmosphere",1]
[61,5,"Furniture of an appropriate quality",1]
[62,6,"Clean and tidy",1]
[63,7,"Matching decorations",1]
[64,8,"Generous seating area for guests",1]
[65,9,"Appearance of the check-in area (front office - clean and tidy)",1]
[]
[]
[]
[null,null,"Front office staff",null,"Comments"]
[66,10,"Attendance",1]
[67,11,"Greeting (e.g. welcome drink)",1]
[68,12,"Cordiality and friendliness",1]
[69,13,"Appearance of the employees (e.g. uniform, name tag)",1]
[70,14,"Professional competency",1]
[71,15,"Knowledge of foreign languages",1]
[72,16,"Attentiveness",1]
[73,17,"Attention to detail",1]
[74,18,"Efficiency (speed and flexibility)",1]
[75,19,"Readiness to help",1]
[76,20,"Clear, easy to understand pronounciation ",1]
[77,21,"Guest addressed by name",1]
[78,22,"Pre-prepared registration form",1]
[79,23,"Luggage service offered",1]
[80,24,"Offer of escorting to the room",1]
[81,25,"General site information offered or provided",1]
[82,26,"Pleasant stay wished",1]
[]
[]
[]
[null,null,"Escort to the room",null,"Comments"]
[83,27,"Appearance of the employee",1]
[84,28,"Friendliness, conversation",1]
[]
[]
[]
[null,null,"Room information",null,"Comments"]
[85,29,"Indication of the main switch (for power in the room) ",1]
[86,30,"Indication of the heating or air-conditioning",1]
[87,31,"Telephone (written information sufficient)",1]
[88,32,"Telephone book or numbers (for room service) - written information sufficient",1]
[89,33,"Minibar (written information sufficient)",1]
[90,34,"Safe (written information sufficient)",1]
[91,35,"Laundry service (written information sufficient)",1]
[92,36,"Ironing service (written information sufficient)",1]
[93,37,"Opening hours of the restaurant and bar (written information sufficient)",1]
[94,38,"Breakfast times (written information sufficient)",1]
[95,39,"Reception available 24 hours and attended for … hours (3*S - 14; 4*S - 18; 5*/5*S - 24)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D137:D187)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D189*B187","v":9.1764705882352935}]
[null,null,"Points total",{"$f":"D189*D188","v":9.1764705882352935}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"6. Rooms"]
[]
[null,null,"First impression and general character",null,"Comments"]
[96,1,"Room climate (fresh odour)",1]
[97,2,"Pleasant temperature",1]
[98,3,"Atmosphere (well-being)",1]
[99,4,"Noise level (quiet)",1]
[100,5,"Corresponding furniture",1]
[101,6,"Cleanliness",1]
[102,7,"Welcome letter / card",1]
[103,8,"Greeting (e.g. flours, fruit, confectionary ...) ",1]
[104,9,"Door lock working properly",1]
[]
[]
[]
[null,null,"The bed",null,"Comments"]
[105,10,"Suitable for the hotel standard",1]
[106,11,"Quality of the bed sheets is appropriate",1]
[107,12,"Mattress/lying comfort ",1]
[108,13,"Bed sheets suitable for the time of year",1]
[109,14,"Additional pillows available on request",1]
[110,15,"Additional bed sheets available on request",1]
[111,16,"Two pillows per guest",1]
[112,17,"Selection of different pillows (e.g. anti-allergy)",1]
[]
[null,null,"Furniture",null,"Comments"]
[113,18,"Quality and condition of the curtains",1]
[114,19,"Darkening possible with the curtains",1]
[115,20,"Switches and sockets easy to reach",1]
[116,21,"Defect-free walls",1]
[117,22,"Defect-free lighting",1]
[118,23,"Defect-free furniture",1]
[119,24,"Suitable number of uniform hangers (no wire hangers)",1]
[120,25,"Spacious storage area",1]
[121,26,"Spacious hanging area in the wardrobes",1]
[]
[]
[]
[null,null,"Equipment and services",null,"Comments"]
[122,27,"Radio and TV programs properly set",1]
[123,28,"List of programs available",1]
[124,29,"Current television guide displayed",1]
[125,30,"Writing folder with writing utensils ",1]
[126,31,"Telephone with the option of make internal and external calls",1]
[127,32,"Multi-lingual operating instructions for the telephone",1]
[128,33,"Writing pad and pencil next to the phone",1]
[129,34,"Working modem connection (or equivalent Internet connection available for the guest)",1]
[130,35,"Internet connection in the room (wireless or plug-in)",1]
[131,36,"PC with internet available in the room on request",1]
[132,37,"Proper functioning of all electrical equipment (e.g. lights, TV and hair dryer)",1]
[133,38,"Safe in the room",1]
[134,39,"Alarm (or an alarm function on the TV or telephone)",1]
[135,40,"Alternative alarm service (reliability, friendliness)",1]
[136,41,"\"Do not disturb/please clean\" sign available",1]
[137,42,"Condition and up-to-date status of the information folder",1]
[138,43,"Safety instructions (e.g. fire protection, emergency escape routes) visible",1]
[139,44,"Room prices on display or in the information folder",1]
[140,45,"Guest mazagine laid out",1]
[141,46,"Newspaper and magazine service",1]
[142,47,"Service manual",1]
[143,48,"Multi-lingual service manual",1]
[144,49,"At least two drinking glasses on coasters (e.g. serviettes)",1]
[145,50,"Drinks from room service",1]
[146,51,"Food from room service ",1]
[147,52,"Breakfest menu from room service",1]
[148,53,"Laundry service",1]
[149,54,"Ironing service",1]
[150,55,"Sewing service",1]
[151,56,"Shoe shining service",1]
[]
[]
[]
[null,null,"Bathroom",null,"Comments"]
[152,57,"Atmosphere (feeling of well-being)",1]
[153,58,"Corresponding equipment",1]
[154,59,"Brightness",1]
[155,60,"Proper hygiene and cleanliness",1]
[156,61,"Floor in the shower / bath made of non-slip material",1]
[157,62,"Easy to use taps",1]
[158,63,"One clean toothbrush glass per person",1]
[159,64,"At least one good quality hand towel per person",1]
[160,65,"At least one good quality bath towel per person",1]
[161,66,"Textile bath mat",1]
[162,67,"Hair dryer",1]
[163,68,"Selection of guest supplies (e.g. shower gel, soap and facial tissues)",1]
[164,69,"Quality of the guest supplies (e.g. shower gel, soap and facial tissues)",1]
[165,70,"Good quality bathrobe for each person",1]
[166,71,"House shoes or slippers",1]
[167,72,"Modern functioning set of bathroom scales",1]
[168,73,"Sufficient lighting of the shaving or make-up mirror",1]
[169,74,"Sufficient storage area",1]
[170,75,"Spare toilet roll",1]
[171,76,"Clean and hygienic waste containers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D199:D288)","v":76}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D290*B288","v":17.882352941176471}]
[null,null,"Points total",{"$f":"D290*D289","v":17.882352941176471}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"7. Housekeeping"]
[]
[null,null,"General",null,"Comments"]
[172,1,"Cleanliness and state of the room",1]
[173,2,"Cleanliness and state of the room furniture",1]
[174,3,"Cleanliness and state of the bathroom",1]
[175,4,"Cleanliness and state of the bathroom furniture",1]
[176,5,"Cleanliness and state of the terrace / balcony",1]
[177,6,"Cleanliness and state of the public areas (e.g. corridors, spa and leisure facilities)",1]
[178,7,"Well-stocked mini bar",1]
[179,8,"Daily change of bedsheets on request",1]
[180,9,"Daily change of hand towels, bath towels and bath mats or a reference to the possibility",1]
[181,10,"Daily emptying of rubbish bins",1]
[182,11,"Cleanliness and state of the bed",1]
[183,12,"Evening turndown service as an additional room check",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[184,13,"Appearance of the staff (e.g. uniform and name tag)",1]
[185,14,"Attentiveness",1]
[186,15,"Attention to detail",1]
[187,16,"Cordiality, friendliness",1]
[188,17,"Efficiency (speed, flexibility)",1]
[189,18,"Readiness to help",1]
[190,19,"Clear, easy to understand pronounciation ",1]
[null,null,"Number of criteria met",{"$f":"SUM(D300:D322)","v":19}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D324*B322","v":4.4705882352941178}]
[null,null,"Points total",{"$f":"D324*D323","v":4.4705882352941178}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"8. Restaurant"]
[]
[null,null,"First impression",null,"Comments"]
[191,1,"Attentive greeting",1]
[192,2,"Corresponding ambience (e.g. background music)",1]
[193,3,"Suitable room decorations",1]
[194,4,"Pleasant room climate (e.g. no smell of smoke, free of kitchen smells) ",1]
[195,5,"Pleasant temperature",1]
[196,6,"Suitable lighting",1]
[197,7,"Escort to the table",1]
[198,8,"Seat request taken into account",1]
[199,9,"Pleasant room layout (e.g. distance between tables)",1]
[200,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Service, Restaurant",null,"Comments"]
[201,11,"Menu / wine card handed over open",1]
[202,12,"Menu / wine card clean and in flawless condition",1]
[203,13,"Coordinated layout of the menu and wine card",1]
[204,14,"Aperitif actively offered",1]
[205,15,"Orders taken in the correct sequence (e.g. ladies first)",1]
[206,16,"Problem-free order procedure",1]
[207,17,"Handling of personal amendment requests during the order",1]
[208,18,"Fresh roll with butter or spread",1]
[209,19,"Cutlery to suit the order (e.g. fish knife)",1]
[210,20,"Suitable waiting time",1]
[211,21,"Faultless service",1]
[212,22,"Individual courses served at the same time",1]
[213,23,"Unobstrusive clearing service",1]
[214,24,"Service presence",1]
[215,25,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Wine service",null,"Comments"]
[216,26,"Appropriate wine selection",1]
[217,27,"Attractive wine recommendations",1]
[218,28,"Offer of water",1]
[219,29,"Wine presentation (opening, tasting, temperature …) ",1]
[220,30,"Orders taken in the correct sequence (e.g. ladies first)",1]
[221,31,"Digestif recommendation",1]
[222,32,"Competency of the staff",1]
[]
[]
[]
[null,null,"Food",null,"Comments"]
[223,33,"Diversity",1]
[224,34,"Presentation",1]
[225,35,"Taste",1]
[226,36,"Temperature",1]
[227,37,"Suitable portion sizes",1]
[228,38,"Creativity of the cooking",1]
[229,39,"Quality and freshness",1]
[230,40,"Harmony of the cooking",1]
[231,41,"Cheese selection",1]
[232,42,"Bread selection",1]
[233,43,"Order recommendations",1]
[234,44,"Coffee and tea service (e.g. petit fours, sugar)",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[235,45,"Clean and matching table linen",1]
[236,46,"Matching table decoration (e.g. lit candles)",1]
[237,47,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[238,48,"Diversity of the condiments on offer",1]
[239,49,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[240,50,"Attendance",1]
[241,51,"Greeting",1]
[242,52,"Cordiality, friendliness",1]
[243,53,"Appearance of the stafff (e.g. uniform and name tag)",1]
[244,54,"Competency (e.g. knowledge of dishes/wines)",1]
[245,55,"Attention (e.g. eye contact)",1]
[246,56,"Attention to detail",1]
[247,57,"Efficiency (speed, flexibility)",1]
[248,58,"Readiness to help",1]
[249,59,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D334:D412)","v":59}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D414*B412","v":13.882352941176471}]
[null,null,"Points total",{"$f":"D414*D413","v":13.882352941176471}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"9. Breakfast"]
[]
[null,null,"First impression",null,"Comments"]
[250,1,"Attentive greeting",1]
[251,2,"Appropriate ambience (e.g. background music)",1]
[252,3,"Suitable room decorations",1]
[253,4,"Pleasant room climate (e.g. no smell of smoke, free of smells from the kitchen) ",1]
[254,5,"Pleasant temperature",1]
[255,6,"Suitable lighting",1]
[256,7,"Escort to the table",1]
[257,8,"Seat request taken into account",1]
[258,9,"Pleasant room layout (e.g. distance between tables)",1]
[259,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[260,11,"Clean and matching table linen",1]
[261,12,"Matching table decoration (e.g. lit candles)",1]
[262,13,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[263,14,"Diversity of the condiments on offer",1]
[264,15,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Service",null,"Comments"]
[265,16,"Orders taken in the correct sequence (e.g. ladies first)",1]
[266,17,"Problem-free order procedure",1]
[267,18,"Handling of personal amendment requests during the order",1]
[268,19,"Suitable waiting time",1]
[269,20,"Faultless service",1]
[270,21,"Unobstrusive clearing service",1]
[271,22,"Service presence",1]
[]
[]
[null,null,"Staff",null,"Kommentar"]
[272,23,"Attendance",1]
[273,24,"Greeting",1]
[274,25,"Cordiality, friendliness",1]
[275,26,"Appearance of the stafff (e.g. uniform and name tag)",1]
[276,27,"Competency",1]
[277,28,"Attention (e.g. eye contact)",1]
[278,29,"Attention to detail",1]
[279,30,"Efficiency (speed, flexibility)",1]
[280,31,"Readiness to help",1]
[281,32,"Clear, easy to understand pronounciation",1]
[]
[]
[]
[null,null,"Breakfast buffet",null,"Comments"]
[282,33,"Appealing presentation",1]
[283,34,"Selection suiting the standard",1]
[284,35,"Full selection at all times",1]
[285,36,"Quality",1]
[286,37,"Freshness",1]
[287,38,"Clean and tidy",1]
[288,39,"à la carte offers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D424:D477)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D479*B477","v":9.1764705882352935}]
[null,null,"Points total",{"$f":"D479*D478","v":9.1764705882352935}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"10. Room service"]
[null,null,null,null,"Comments"]
[289,1,"Order taken correctly",1]
[290,2,"Suitable waiting time",1]
[291,3,"Faultless service",1]
[292,4,"Arrangement / presentation",1]
[293,5,"Quality",1]
[294,6,"Freshness",1]
[295,7,"Temperature suitable for the food",1]
[296,8,"Selection suiting the standard",1]
[297,9,"Full selection at all times",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[298,10,"Greeting",1]
[299,11,"Cordiality, friendliness",1]
[300,12,"Appearance of the stafff (e.g. uniform and name tag)",1]
[301,13,"Competency",1]
[302,14,"Attention (e.g. eye contact)",1]
[303,15,"Attention to detail",1]
[304,16,"Efficiency (speed, flexibility)",1]
[305,17,"Readiness to help",1]
[306,18,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D488:D509)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D511*B509","v":4.2352941176470589}]
[null,null,"Points total",{"$f":"D511*D510","v":4.2352941176470589}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"11. Hotel bar"]
[]
[null,null,"First impression",null,"Comments"]
[307,1,"Attentive greeting",1]
[308,2,"Corresponding ambience (e.g. background music)",1]
[309,3,"Suitable room decorations",1]
[310,4,"Pleasant room climate",1]
[311,5,"Pleasant temperature",1]
[312,6,"Suitable lighting",1]
[313,7,"Pleasant room layout",1]
[314,8,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Bar service",null,"Comments"]
[315,9,"Menu handed over open",1]
[316,10,"Menu clean and in a faultless condition",1]
[317,11,"Matching layout of the (snacks and) drinks menu",1]
[318,12,"Orders taken in the correct sequence (e.g. ladies first)",1]
[319,13,"Problem-free order procedure",1]
[320,14,"Handling of personal amendment requests during the order",1]
[321,15,"Bar snacks on offer (e.g. peanuts, olives)",1]
[322,16,"Suitable waiting time",1]
[323,17,"Product quality",1]
[324,18,"Product freshness",1]
[325,19,"Product presentation",1]
[326,20,"Faultless service",1]
[327,21,"Unobtrusive clearing service",1]
[328,22,"Service presence",1]
[329,23,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[330,24,"Attendance",1]
[331,25,"Greeting",1]
[332,26,"Cordiality, friendliness",1]
[333,27,"Appearance of the stafff (e.g. uniform and name tag)",1]
[334,28,"Competency",1]
[335,29,"Attention (e.g. eye contact)",1]
[336,30,"Attention to detail",1]
[337,31,"Efficiency (speed, flexibility)",1]
[338,32,"Readiness to help",1]
[339,33,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D521:D561)","v":33}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D563*B561","v":7.7647058823529411}]
[null,null,"Points total",{"$f":"D563*D562","v":7.7647058823529411}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"12. Public area"]
[]
[null,null,"General impression",null,"Comments"]
[340,1,"Room climate (odour)",1]
[341,2,"Room temperature",1]
[342,3,"Suffient lighting",1]
[343,4,"Ambience / atmosphere ",1]
[344,5,"Furniture of an appropriate quality",1]
[345,6,"Clean and tidy",1]
[346,7,"Matching decorations (e.g. fresh flowers, display cabinets)",1]
[347,8,"Generous seating area for guests",1]
[]
[]
[]
[null,null,"General impression in the individual areas",null,"Comments"]
[348,9,"Lobby",1]
[349,10,"Reception",1]
[350,11,"Corridors",1]
[351,12,"Sanitary areas",1]
[352,13,"Lifts",1]
[null,null,"Number of criteria met",{"$f":"SUM(D573:D589)","v":13}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D591*B589","v":3.0588235294117645}]
[null,null,"Points total",{"$f":"D591*D590","v":3.0588235294117645}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"13. Spa and wellness"]
[]
[null,null,"Spa und wellness",null,"Comments"]
[353,1,"Diverse selection for active recreation (e.g. aqua aerobics)",1]
[354,2,"Diverse selection for passive recreation (e.g. massage)",1]
[355,3,"Smooth organisation",1]
[356,4,"Equipment in faultless condition",1]
[357,5,"Cleanliness",1]
[358,6,"Appropriate ambience (e.g. background music)",1]
[359,7,"Suitable room decoration",1]
[360,8,"Pleasant room climate",1]
[361,9,"Pleasant temperature",1]
[362,10,"Suitable lighting",1]
[363,11,"Pleasant room layout",1]
[364,12,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Staff in the spa and wellness area",null,"Comments"]
[365,13,"Attendance",1]
[366,14,"Greeting",1]
[367,15,"Cordiality, friendliness",1]
[368,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[369,17,"Competency",1]
[370,18,"Attention (e.g. eye contact)",1]
[371,19,"Attention to detail",1]
[372,20,"Efficiency (speed, flexibility)",1]
[373,21,"Readiness to help",1]
[374,22,"Clear, easy to understand pronounciation",1]
[375,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D601:D627)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D629*B627","v":5.4117647058823533}]
[null,null,"Points total",{"$f":"D629*D628","v":5.4117647058823533}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"14. Conference and meeting area"]
[]
[null,null,"Conference and meeting area",null,"Comments"]
[376,1,"Sufficiently signposted",1]
[377,2,"Infrastructure (technical equipment)",1]
[378,3,"Faultless condition",1]
[379,4,"Cleanliness",1]
[380,5,"Appropriate ambience",1]
[381,6,"Suitable room decoration",1]
[382,7,"Pleasant room atmosphere",1]
[383,8,"Pleasant temperature",1]
[384,9,"Suitable lighting",1]
[385,10,"Pleasant room layout",1]
[386,11,"Appropriate furniture",1]
[387,12,"Food and drinks service",1]
[]
[]
[]
[null,null,"Staff in the conference and meeting area",null,"Comments"]
[388,13,"Attendance",1]
[389,14,"Greeting",1]
[390,15,"Cordiality, friendliness",1]
[391,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[392,17,"Competency",1]
[393,18,"Attention (e.g. eye contact)",1]
[394,19,"Attention to detail",1]
[395,20,"Efficiency (speed, flexibility)",1]
[396,21,"Readiness to help",1]
[397,22,"Clear, easy to understand pronounciation",1]
[398,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D639:D665)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D667*B665","v":5.4117647058823533}]
[null,null,"Points total",{"$f":"D667*D666","v":5.4117647058823533}]
[]
[null,null,"Comments"]
[]
[]
[]
[null,null,"15. Other available services"]
[null,null,null,null,"Comments"]
[399,1,"Secure luggage storage (e.g. for arriving and departing guests)",1]
[400,2,"Availability of umbrellas",1]
[401,3,"Ticket sales and service",1]
[402,4,"Shuttle bus or limousine service",1]
[403,5,"Secretary service",1]
[404,6,"Complaints management",1]
[405,7,"Systematic guest surveys",1]
[406,8,"Feedback forums (e.g. guest book, internet)",1]
[407,9,"Babysitter available on request",1]
[null,null,"Number of criteria met",{"$f":"SUM(D677:D685)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D687*B685","v":2.1176470588235294}]
[null,null,"Points total",{"$f":"D687*D686","v":2.1176470588235294}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"16. Check-out"]
[]
[null,null,"Front office staff",null,"Comments"]
[408,1,"Attendance",1]
[409,2,"Cordiality, friendliness",1]
[410,3,"Appearance of the stafff (e.g. uniform and name tag)",1]
[411,4,"Competency",1]
[412,5,"Knowledge of foreign langauges",1]
[413,6,"Attentiveness",1]
[414,7,"Attention to detail",1]
[415,8,"Efficiency (speed, flexibility)",1]
[416,9,"Readiness to help",1]
[417,10,"Clear, easy to understand pronounciation",1]
[418,11,"Guest addressed by name",1]
[419,12,"Luggage service offered",1]
[]
[]
[]
[null,null,"Check-out process",null,"Comment"]
[420,13,"Prepared invoice",1]
[421,14,"Correct invoicing and explanation",1]
[422,15,"Invoice preparation and handover (e.g. in an envelope)",1]
[423,16,"Flexible means of payment (e.g. credit cards) ",1]
[424,17,"Goodbye",1]
[425,18,"Post-support for the departing guest (request only)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D697:D718)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D720*B718","v":4.2352941176470589}]
[null,null,"Points total",{"$f":"D720*D719","v":4.2352941176470589}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"Maximum total",{"$f":"D48+D81+D109+D128+D190+D291+D325+D415+D480+D512+D564+D592+D630+D668+D688+D721","v":100}]
[null,null,"of which the following are to be reached"]
[null,null,"3*S ",0.65]
[null,null,"4*S ",0.75]
[null,null,"5* ",0.85]
[null,null,"5*S ",0.9]
[]
[null,null,"100/425=",{"$f":"100/A718","v":0.23529411764705882}]
[]
[null,null,"Total achieved",{"$f":"D49+D82+D110+D129+D191+D292+D326+D416+D481+D513+D565+D593+D631+D669+D689+D722","v":100}]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[null,null,"Contact details for further information:"]
[null,null,"                                Matthias Koch / Katrin Muhr / Nina Pavicevic / Andrea Gloser"]
[null,null,"                                Fachverband Hotellerie"]
[null,null,"                                Wiedner Hauptstraße 63"]
[null,null,"                                1045 Vienna / Austria"]
[null,null,"                                T: +43(0)590900/3554    F: +43(0)590900/3568"]
[null,null,"                                E: hotelsterne@wko.at"]
[]
[]
[null,null,"Vienna, 13.10.2010"]

{"sheet":"conference + leisure","index":5,"n_rows":762,"n_cols":5,"rows_kept":762,"cut":false,"hidden":false,"merged":[[634,2,634,4],[672,2,672,4],[691,2,691,4],[724,2,724,4],[328,2,328,4],[418,2,418,4],[483,2,483,4],[515,2,515,4],[567,2,567,4],[595,2,595,4],[294,2,294,4],[51,2,51,4],[84,2,84,4],[112,2,112,4],[131,2,131,4],[193,2,193,4]]}
[]
[]
[]
[]
[]
[]
[null,null,"                 Austrian Professional Hotel Association"]
[]
[]
[]
[null,null,"             Questionnaire Mystery Guest check"]
[]
[]
[]
[]
[]
[]
[null,null,"                                              Working document, 13.10.2010"]
[]
[]
[]
[]
[]
[null,null,"This is a list of the necessary test criteria for companies which want to carry out a mystery test within the scope of the Austrian hotel classification. The steering commission or the Austrian Professional Hotel Association, respectively, will make the final decision about the company's listing after checking the prerequisites."]
[]
[null,null,"positively met criteria",1]
[null,null,"negatively met criteria",0]
[]
[]
[null,null,"1. Website"]
[null,null,null,null,"Comments"]
[1,1,"Clear website address",1]
[2,2,"All links working",1]
[3,3,"Clear arrangement",1]
[4,4,"Search function",1]
[5,5,"Integrated guest feedback",1]
[6,6,"Typing, spelling and grammar errors",1]
[7,7,"Informative, realistic presence with hotel pictures",1]
[8,8,"Up-to-date",1]
[9,9,"Legal information",1]
[10,10,"English translation",1]
[11,11,"Contact details (e-mail, telephone, etc.)",1]
[12,12,"Online booking on own website ",1]
[13,13,"Directions / Map",1]
[14,14,"General Terms and Conditions or cancellation conditions available",1]
[null,null,"Number of criteria met",{"$f":"SUM(D32:D45)","v":14}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D47*B45","v":3.2941176470588234}]
[null,null,"Points total",{"$f":"D46*D47","v":3.2941176470588234}]
[]
[null,null,"Comments"]
[]
[null,null,"2. E-mail and mail"]
[]
[null,null,"Response to your e-mail request, ",null,"Comments"]
[15,1,"Within … hours of the request (3*S - 12; 4*S - 8; 5*/5*S - 4)",1]
[16,2,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[17,3,"Information content (e.g. additional offers)",1]
[18,4,"Individual processing ",1]
[19,5,"In case of an offer: details about the cancellation conditions",1]
[]
[]
[]
[null,null,"Reservation confirmation (e-mail, fax) as as response to your booking",null,"Comments"]
[20,6,"Within … hours of the reservation (3*S - 24; 4*S - 12; 5*/5*S - 8)",1]
[21,7,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[22,8,"Information content (including the current directions / map) ",1]
[23,9,"Information about the cancellation conditions",1]
[]
[]
[]
[null,null,"Documents sent by post",null,"Comments"]
[24,10,"Delivery within 3 working days",1]
[25,11,"Cover letter",1]
[26,12,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[27,13,"Information content (e.g. additional offers), ",1]
[28,14,"Individual processing",1]
[29,15,"Corresponding qualitative documents and leaflets",1]
[null,null,"Number of criteria met",{"$f":"SUM(D56:D78)","v":15}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D80*B78","v":3.5294117647058822}]
[null,null,"Points total",{"$f":"D80*D79","v":3.5294117647058822}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"3. Telephone"]
[null,null,null,null,"Comments"]
[30,1,"Waiting time (3*S - 1 min.; 4*S - 30 seconds; 5*/5*S - 15 seconds)",1]
[31,2,"Text or sound recordings during the waiting time",1]
[32,3,"Cordiality",1]
[33,4,"Clear voice and pronounciation",1]
[34,5,"Addressed by name",1]
[35,6,"All data compiled (e.g. address, telephone, e-mail request)",1]
[36,7,"Professional competency",1]
[37,8,"Arrival and departure dates repeated and confirmed",1]
[38,9,"Information about categories",1]
[39,10,"Information about prices",1]
[40,11,"Information about forms of payment",1]
[41,12,"Information about services",1]
[42,13,"Information about check-in times",1]
[43,14,"Information about additional offers",1]
[44,15,"Arrival directions",1]
[45,16,"Offer of a provisional booking",1]
[46,17,"Reference to the cancellation conditions",1]
[47,18,"Friendly goodbye and thanks",1]
[null,null,"Number of criteria met",{"$f":"SUM(D89:D106)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D108*B106","v":4.2352941176470589}]
[null,null,"Points total",{"$f":"D108*D107","v":4.2352941176470589}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"4. Arrival and outdoor facilities"]
[null,null,null,null,"Comments"]
[48,1,"Easy to find (e.g. signposted)",1]
[49,2,"Access options",1]
[50,3,"Parking spaces",1]
[51,4,"Garage parking spaces",1]
[52,5,"Lighting",1]
[53,6,"Luggage service",1]
[54,7,"Easy orientation",1]
[55,8,"Cleanliness and condition",1]
[56,9,"Parking service (e.g. doorman, valet)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D117:D125)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D127*B125","v":2.1176470588235294}]
[null,null,"Points total",{"$f":"D127*D126","v":2.1176470588235294}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"5. Check-in"]
[]
[null,null,"Reception",null,"Comments"]
[57,1,"Room climate (odour)",1]
[58,2,"Room temperature",1]
[59,3,"Sufficient lighting",1]
[60,4,"Ambience/atmosphere",1]
[61,5,"Furniture of an appropriate quality",1]
[62,6,"Clean and tidy",1]
[63,7,"Matching decorations",1]
[64,8,"Generous seating area for guests",1]
[65,9,"Appearance of the check-in area (front office - clean and tidy)",1]
[]
[]
[]
[null,null,"Front office staff",null,"Comments"]
[66,10,"Attendance",1]
[67,11,"Greeting (e.g. welcome drink)",1]
[68,12,"Cordiality and friendliness",1]
[69,13,"Appearance of the employees (e.g. uniform, name tag)",1]
[70,14,"Professional competency",1]
[71,15,"Knowledge of foreign languages",1]
[72,16,"Attentiveness",1]
[73,17,"Attention to detail",1]
[74,18,"Efficiency (speed and flexibility)",1]
[75,19,"Readiness to help",1]
[76,20,"Clear, easy to understand pronounciation ",1]
[77,21,"Guest addressed by name",1]
[78,22,"Pre-prepared registration form",1]
[79,23,"Luggage service offered",1]
[80,24,"Offer of escorting to the room",1]
[81,25,"General site information offered or provided",1]
[82,26,"Pleasant stay wished",1]
[]
[]
[]
[null,null,"Escort to the room",null,"Comments"]
[83,27,"Appearance of the employee",1]
[84,28,"Friendliness, conversation",1]
[]
[]
[]
[null,null,"Room information",null,"Comments"]
[85,29,"Indication of the main switch (for power in the room) ",1]
[86,30,"Indication of the heating or air-conditioning",1]
[87,31,"Telephone (written information sufficient)",1]
[88,32,"Telephone book or numbers (for room service) - written information sufficient",1]
[89,33,"Minibar (written information sufficient)",1]
[90,34,"Safe (written information sufficient)",1]
[91,35,"Laundry service (written information sufficient)",1]
[92,36,"Ironing service (written information sufficient)",1]
[93,37,"Opening hours of the restaurant and bar (written information sufficient)",1]
[94,38,"Breakfast times (written information sufficient)",1]
[95,39,"Reception available 24 hours and attended for … hours (3*S - 14; 4*S - 18; 5*/5*S - 24)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D137:D187)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximum total",{"$f":"D189*B187","v":9.1764705882352935}]
[null,null,"Points total",{"$f":"D189*D188","v":9.1764705882352935}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"6. Rooms"]
[]
[null,null,"First impression and general character",null,"Comments"]
[96,1,"Room climate (fresh odour)",1]
[97,2,"Pleasant temperature",1]
[98,3,"Atmosphere (well-being)",1]
[99,4,"Noise level (quiet)",1]
[100,5,"Corresponding furniture",1]
[101,6,"Cleanliness",1]
[102,7,"Welcome letter / card",1]
[103,8,"Greeting (e.g. flours, fruit, confectionary ...) ",1]
[104,9,"Door lock working properly",1]
[]
[]
[]
[null,null,"The bed",null,"Comments"]
[105,10,"Suitable for the hotel standard",1]
[106,11,"Quality of the bed sheets is appropriate",1]
[107,12,"Mattress/lying comfort ",1]
[108,13,"Bed sheets suitable for the time of year",1]
[109,14,"Additional pillows available on request",1]
[110,15,"Additional bed sheets available on request",1]
[111,16,"Two pillows per guest",1]
[112,17,"Selection of different pillows (e.g. anti-allergy)",1]
[]
[null,null,"Furniture",null,"Comments"]
[113,18,"Quality and condition of the curtains",1]
[114,19,"Darkening possible with the curtains",1]
[115,20,"Switches and sockets easy to reach",1]
[116,21,"Defect-free walls",1]
[117,22,"Defect-free lighting",1]
[118,23,"Defect-free furniture",1]
[119,24,"Suitable number of uniform hangers (no wire hangers)",1]
[120,25,"Spacious storage area",1]
[121,26,"Spacious hanging area in the wardrobes",1]
[]
[]
[]
[null,null,"Equipment and services",null,"Comments"]
[122,27,"Radio and TV programs properly set",1]
[123,28,"List of programs available",1]
[124,29,"Current television guide displayed",1]
[125,30,"Writing folder with writing utensils ",1]
[126,31,"Telephone with the option of make internal and external calls",1]
[127,32,"Multi-lingual operating instructions for the telephone",1]
[128,33,"Writing pad and pencil next to the phone",1]
[129,34,"Working modem connection (or equivalent Internet connection available for the guest)",1]
[130,35,"Internet connection in the room (wireless or plug-in)",1]
[131,36,"PC with internet available in the room on request",1]
[132,37,"Proper functioning of all electrical equipment (e.g. lights, TV and hair dryer)",1]
[133,38,"Safe in the room",1]
[134,39,"Alarm (or an alarm function on the TV or telephone)",1]
[135,40,"Alternative alarm service (reliability, friendliness)",1]
[136,41,"\"Do not disturb/please clean\" sign available",1]
[137,42,"Condition and up-to-date status of the information folder",1]
[138,43,"Safety instructions (e.g. fire protection, emergency escape routes) visible",1]
[139,44,"Room prices on display or in the information folder",1]
[140,45,"Guest mazagine laid out",1]
[141,46,"Newspaper and magazine service",1]
[142,47,"Service manual",1]
[143,48,"Multi-lingual service manual",1]
[144,49,"At least two drinking glasses on coasters (e.g. serviettes)",1]
[145,50,"Drinks from room service",1]
[146,51,"Food from room service ",1]
[147,52,"Breakfest menu from room service",1]
[148,53,"Laundry service",1]
[149,54,"Ironing service",1]
[150,55,"Sewing service",1]
[151,56,"Shoe shining service",1]
[]
[]
[]
[null,null,"Bathroom",null,"Comments"]
[152,57,"Atmosphere (feeling of well-being)",1]
[153,58,"Corresponding equipment",1]
[154,59,"Brightness",1]
[155,60,"Proper hygiene and cleanliness",1]
[156,61,"Floor in the shower / bath made of non-slip material",1]
[157,62,"Easy to use taps",1]
[158,63,"One clean toothbrush glass per person",1]
[159,64,"At least one good quality hand towel per person",1]
[160,65,"At least one good quality bath towel per person",1]
[161,66,"Textile bath mat",1]
[162,67,"Hair dryer",1]
[163,68,"Selection of guest supplies (e.g. shower gel, soap and facial tissues)",1]
[164,69,"Quality of the guest supplies (e.g. shower gel, soap and facial tissues)",1]
[165,70,"Good quality bathrobe for each person",1]
[166,71,"House shoes or slippers",1]
[167,72,"Modern functioning set of bathroom scales",1]
[168,73,"Sufficient lighting of the shaving or make-up mirror",1]
[169,74,"Sufficient storage area",1]
[170,75,"Spare toilet roll",1]
[171,76,"Clean and hygienic waste containers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D199:D288)","v":76}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D290*B288","v":17.882352941176471}]
[null,null,"Points total",{"$f":"D290*D289","v":17.882352941176471}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"7. Housekeeping"]
[]
[null,null,"General",null,"Comments"]
[172,1,"Cleanliness and state of the room",1]
[173,2,"Cleanliness and state of the room furniture",1]
[174,3,"Cleanliness and state of the bathroom",1]
[175,4,"Cleanliness and state of the bathroom furniture",1]
[176,5,"Cleanliness and state of the terrace / balcony",1]
[177,6,"Cleanliness and state of the public areas (e.g. corridors, spa and leisure facilities)",1]
[178,7,"Well-stocked mini bar",1]
[179,8,"Daily change of bedsheets on request",1]
[180,9,"Daily change of hand towels, bath towels and bath mats or a reference to the possibility",1]
[181,10,"Daily emptying of rubbish bins",1]
[182,11,"Cleanliness and state of the bed",1]
[183,12,"Evening turndown service as an additional room check",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[184,13,"Appearance of the staff (e.g. uniform and name tag)",1]
[185,14,"Attentiveness",1]
[186,15,"Attention to detail",1]
[187,16,"Cordiality, friendliness",1]
[188,17,"Efficiency (speed, flexibility)",1]
[189,18,"Readiness to help",1]
[190,19,"Clear, easy to understand pronounciation ",1]
[null,null,"Number of criteria met",{"$f":"SUM(D300:D322)","v":19}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D324*B322","v":4.4705882352941178}]
[null,null,"Points total",{"$f":"D324*D323","v":4.4705882352941178}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"8. Restaurant"]
[]
[null,null,"First impression",null,"Comments"]
[191,1,"Attentive greeting",1]
[192,2,"Corresponding ambience (e.g. background music)",1]
[193,3,"Suitable room decorations",1]
[194,4,"Pleasant room climate (e.g. no smell of smoke, free of kitchen smells) ",1]
[195,5,"Pleasant temperature",1]
[196,6,"Suitable lighting",1]
[197,7,"Escort to the table",1]
[198,8,"Seat request taken into account",1]
[199,9,"Pleasant room layout (e.g. distance between tables)",1]
[200,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Service, Restaurant",null,"Comments"]
[201,11,"Menu / wine card handed over open",1]
[202,12,"Menu / wine card clean and in flawless condition",1]
[203,13,"Coordinated layout of the menu and wine card",1]
[204,14,"Aperitif actively offered",1]
[205,15,"Orders taken in the correct sequence (e.g. ladies first)",1]
[206,16,"Problem-free order procedure",1]
[207,17,"Handling of personal amendment requests during the order",1]
[208,18,"Fresh roll with butter or spread",1]
[209,19,"Cutlery to suit the order (e.g. fish knife)",1]
[210,20,"Suitable waiting time",1]
[211,21,"Faultless service",1]
[212,22,"Individual courses served at the same time",1]
[213,23,"Unobstrusive clearing service",1]
[214,24,"Service presence",1]
[215,25,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Wine service",null,"Comments"]
[216,26,"Appropriate wine selection",1]
[217,27,"Attractive wine recommendations",1]
[218,28,"Offer of water",1]
[219,29,"Wine presentation (opening, tasting, temperature …) ",1]
[220,30,"Orders taken in the correct sequence (e.g. ladies first)",1]
[221,31,"Digestif recommendation",1]
[222,32,"Competency of the staff",1]
[]
[]
[]
[null,null,"Food",null,"Comments"]
[223,33,"Diversity",1]
[224,34,"Presentation",1]
[225,35,"Taste",1]
[226,36,"Temperature",1]
[227,37,"Suitable portion sizes",1]
[228,38,"Creativity of the cooking",1]
[229,39,"Quality and freshness",1]
[230,40,"Harmony of the cooking",1]
[231,41,"Cheese selection",1]
[232,42,"Bread selection",1]
[233,43,"Order recommendations",1]
[234,44,"Coffee and tea service (e.g. petit fours, sugar)",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[235,45,"Clean and matching table linen",1]
[236,46,"Matching table decoration (e.g. lit candles)",1]
[237,47,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[238,48,"Diversity of the condiments on offer",1]
[239,49,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[240,50,"Attendance",1]
[241,51,"Greeting",1]
[242,52,"Cordiality, friendliness",1]
[243,53,"Appearance of the stafff (e.g. uniform and name tag)",1]
[244,54,"Competency (e.g. knowledge of dishes/wines)",1]
[245,55,"Attention (e.g. eye contact)",1]
[246,56,"Attention to detail",1]
[247,57,"Efficiency (speed, flexibility)",1]
[248,58,"Readiness to help",1]
[249,59,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D334:D412)","v":59}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D414*B412","v":13.882352941176471}]
[null,null,"Points total",{"$f":"D414*D413","v":13.882352941176471}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"9. Breakfast"]
[]
[null,null,"First impression",null,"Comments"]
[250,1,"Attentive greeting",1]
[251,2,"Appropriate ambience (e.g. background music)",1]
[252,3,"Suitable room decorations",1]
[253,4,"Pleasant room climate (e.g. no smell of smoke, free of smells from the kitchen) ",1]
[254,5,"Pleasant temperature",1]
[255,6,"Suitable lighting",1]
[256,7,"Escort to the table",1]
[257,8,"Seat request taken into account",1]
[258,9,"Pleasant room layout (e.g. distance between tables)",1]
[259,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[260,11,"Clean and matching table linen",1]
[261,12,"Matching table decoration (e.g. lit candles)",1]
[262,13,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[263,14,"Diversity of the condiments on offer",1]
[264,15,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Service",null,"Comments"]
[265,16,"Orders taken in the correct sequence (e.g. ladies first)",1]
[266,17,"Problem-free order procedure",1]
[267,18,"Handling of personal amendment requests during the order",1]
[268,19,"Suitable waiting time",1]
[269,20,"Faultless service",1]
[270,21,"Unobstrusive clearing service",1]
[271,22,"Service presence",1]
[]
[]
[null,null,"Staff",null,"Kommentar"]
[272,23,"Attendance",1]
[273,24,"Greeting",1]
[274,25,"Cordiality, friendliness",1]
[275,26,"Appearance of the stafff (e.g. uniform and name tag)",1]
[276,27,"Competency",1]
[277,28,"Attention (e.g. eye contact)",1]
[278,29,"Attention to detail",1]
[279,30,"Efficiency (speed, flexibility)",1]
[280,31,"Readiness to help",1]
[281,32,"Clear, easy to understand pronounciation",1]
[]
[]
[]
[null,null,"Breakfast buffet",null,"Comments"]
[282,33,"Appealing presentation",1]
[283,34,"Selection suiting the standard",1]
[284,35,"Full selection at all times",1]
[285,36,"Quality",1]
[286,37,"Freshness",1]
[287,38,"Clean and tidy",1]
[288,39,"à la carte offers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D424:D477)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D479*B477","v":9.1764705882352935}]
[null,null,"Points total",{"$f":"D479*D478","v":9.1764705882352935}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"10. Room service"]
[null,null,null,null,"Comments"]
[289,1,"Order taken correctly",1]
[290,2,"Suitable waiting time",1]
[291,3,"Faultless service",1]
[292,4,"Arrangement / presentation",1]
[293,5,"Quality",1]
[294,6,"Freshness",1]
[295,7,"Temperature suitable for the food",1]
[296,8,"Selection suiting the standard",1]
[297,9,"Full selection at all times",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[298,10,"Greeting",1]
[299,11,"Cordiality, friendliness",1]
[300,12,"Appearance of the stafff (e.g. uniform and name tag)",1]
[301,13,"Competency",1]
[302,14,"Attention (e.g. eye contact)",1]
[303,15,"Attention to detail",1]
[304,16,"Efficiency (speed, flexibility)",1]
[305,17,"Readiness to help",1]
[306,18,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D488:D509)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D511*B509","v":4.2352941176470589}]
[null,null,"Points total",{"$f":"D511*D510","v":4.2352941176470589}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"11. Hotel bar"]
[]
[null,null,"First impression",null,"Comments"]
[307,1,"Attentive greeting",1]
[308,2,"Corresponding ambience (e.g. background music)",1]
[309,3,"Suitable room decorations",1]
[310,4,"Pleasant room climate",1]
[311,5,"Pleasant temperature",1]
[312,6,"Suitable lighting",1]
[313,7,"Pleasant room layout",1]
[314,8,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Bar service",null,"Comments"]
[315,9,"Menu handed over open",1]
[316,10,"Menu clean and in a faultless condition",1]
[317,11,"Matching layout of the (snacks and) drinks menu",1]
[318,12,"Orders taken in the correct sequence (e.g. ladies first)",1]
[319,13,"Problem-free order procedure",1]
[320,14,"Handling of personal amendment requests during the order",1]
[321,15,"Bar snacks on offer (e.g. peanuts, olives)",1]
[322,16,"Suitable waiting time",1]
[323,17,"Product quality",1]
[324,18,"Product freshness",1]
[325,19,"Product presentation",1]
[326,20,"Faultless service",1]
[327,21,"Unobtrusive clearing service",1]
[328,22,"Service presence",1]
[329,23,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[330,24,"Attendance",1]
[331,25,"Greeting",1]
[332,26,"Cordiality, friendliness",1]
[333,27,"Appearance of the stafff (e.g. uniform and name tag)",1]
[334,28,"Competency",1]
[335,29,"Attention (e.g. eye contact)",1]
[336,30,"Attention to detail",1]
[337,31,"Efficiency (speed, flexibility)",1]
[338,32,"Readiness to help",1]
[339,33,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D521:D561)","v":33}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D563*B561","v":7.7647058823529411}]
[null,null,"Points total",{"$f":"D563*D562","v":7.7647058823529411}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"12. Public area"]
[]
[null,null,"General impression",null,"Comments"]
[340,1,"Room climate (odour)",1]
[341,2,"Room temperature",1]
[342,3,"Suffient lighting",1]
[343,4,"Ambience / atmosphere ",1]
[344,5,"Furniture of an appropriate quality",1]
[345,6,"Clean and tidy",1]
[346,7,"Matching decorations (e.g. fresh flowers, display cabinets)",1]
[347,8,"Generous seating area for guests",1]
[]
[]
[]
[null,null,"General impression in the individual areas",null,"Comments"]
[348,9,"Lobby",1]
[349,10,"Reception",1]
[350,11,"Corridors",1]
[351,12,"Sanitary areas",1]
[352,13,"Lifts",1]
[null,null,"Number of criteria met",{"$f":"SUM(D573:D589)","v":13}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D591*B589","v":3.0588235294117645}]
[null,null,"Points total",{"$f":"D591*D590","v":3.0588235294117645}]
[]
[null,null,"Comments"]
[]
[]
[]
[null,null,"13. Conference and meeting area"]
[]
[null,null,"Conference and meeting area",null,"Comments"]
[353,1,"Sufficiently signposted",1]
[354,2,"Infrastructure (technical equipment)",1]
[355,3,"Faultless condition",1]
[356,4,"Cleanliness",1]
[357,5,"Appropriate ambience",1]
[358,6,"Suitable room decoration",1]
[359,7,"Pleasant room atmosphere",1]
[360,8,"Pleasant temperature",1]
[361,9,"Suitable lighting",1]
[362,10,"Pleasant room layout",1]
[363,11,"Appropriate furniture",1]
[364,12,"Food and drinks service",1]
[]
[]
[]
[null,null,"Staff in the conference and meeting area",null,"Comments"]
[365,13,"Attendance",1]
[366,14,"Greeting",1]
[367,15,"Cordiality, friendliness",1]
[368,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[369,17,"Competency",1]
[370,18,"Attention (e.g. eye contact)",1]
[371,19,"Attention to detail",1]
[372,20,"Efficiency (speed, flexibility)",1]
[373,21,"Readiness to help",1]
[374,22,"Clear, easy to understand pronounciation",1]
[375,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D602:D628)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D630*B628","v":5.4117647058823533}]
[null,null,"Points total",{"$f":"D630*D629","v":5.4117647058823533}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"14. Leisure activities"]
[]
[null,null,"Leisure activities",null,"Comments"]
[376,1,"Diverse selection for active recreation (e.g. hiking, cycling, skiing)",1]
[377,2,"Diverse selection for passive recreation (e.g. massage)",1]
[378,3,"Smooth organisation",1]
[379,4,"Equipment in faultless condition",1]
[380,5,"Cleanliness",1]
[381,6,"Appropriate ambience (e.g. background music)",1]
[382,7,"Suitable room decoration",1]
[383,8,"Pleasant room atmosphere",1]
[384,9,"Pleasant temperature",1]
[385,10,"Suitable lighting",1]
[386,11,"Pleasant room layout",1]
[387,12,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Staff in the leisure area",null,"Comments"]
[388,13,"Attendance",1]
[389,14,"Greeting",1]
[390,15,"Cordiality, friendliness",1]
[391,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[392,17,"Competency",1]
[393,18,"Attention (e.g. eye contact)",1]
[394,19,"Attention to detail",1]
[395,20,"Efficiency (speed, flexibility)",1]
[396,21,"Readiness to help",1]
[397,22,"Clear, easy to understand pronounciation",1]
[398,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D640:D666)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D668*B666","v":5.4117647058823533}]
[null,null,"Points total",{"$f":"D668*D667","v":5.4117647058823533}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"15. Other available services"]
[null,null,null,null,"Comments"]
[399,1,"Secure luggage storage (e.g. for arriving and departing guests)",1]
[400,2,"Availability of umbrellas",1]
[401,3,"Ticket sales and service",1]
[402,4,"Shuttle bus or limousine service",1]
[403,5,"Secretary service",1]
[404,6,"Complaints management",1]
[405,7,"Systematic guest surveys",1]
[406,8,"Feedback forums (e.g. guest book, internet)",1]
[407,9,"Babysitter available on request",1]
[null,null,"Number of criteria met",{"$f":"SUM(D677:D685)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D687*B685","v":2.1176470588235294}]
[null,null,"Points total",{"$f":"D687*D686","v":2.1176470588235294}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"16. Check-out"]
[]
[null,null,"Front office staff",null,"Comments"]
[408,1,"Attendance",1]
[409,2,"Cordiality, friendliness",1]
[410,3,"Appearance of the stafff (e.g. uniform and name tag)",1]
[411,4,"Competency",1]
[412,5,"Knowledge of foreign langauges",1]
[413,6,"Attentiveness",1]
[414,7,"Attention to detail",1]
[415,8,"Efficiency (speed, flexibility)",1]
[416,9,"Readiness to help",1]
[417,10,"Clear, easy to understand pronounciation",1]
[418,11,"Guest addressed by name",1]
[419,12,"Luggage service offered",1]
[]
[]
[]
[null,null,"Check-out process",null,"Comment"]
[420,13,"Prepared invoice",1]
[421,14,"Correct invoicing and explanation",1]
[422,15,"Invoice preparation and handover (e.g. in an envelope)",1]
[423,16,"Flexible means of payment (e.g. credit cards) ",1]
[424,17,"Goodbye",1]
[425,18,"Post-support for the departing guest (request only)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D697:D718)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D734","v":0.23529411764705882}]
[null,null,"Maximal total",{"$f":"D720*B718","v":4.2352941176470589}]
[null,null,"Points total",{"$f":"D720*D719","v":4.2352941176470589}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"Maximum total",{"$f":"D48+D81+D109+D128+D190+D291+D325+D415+D480+D512+D564+D592+D631+D669+D688+D721","v":100}]
[null,null,"of which the following are to be reached"]
[null,null,"3*S ",0.65]
[null,null,"4*S ",0.75]
[null,null,"5* ",0.85]
[null,null,"5*S ",0.9]
[]
[null,null,"100/425=",{"$f":"100/A718","v":0.23529411764705882}]
[]
[null,null,"Total achieved",{"$f":"D49+D82+D110+D129+D191+D292+D326+D416+D481+D513+D565+D593+D632+D670+D689+D722","v":100}]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[null,null,"Contact details for further information:"]
[null,null,"                                Matthias Koch / Katrin Muhr / Nina Pavicevic / Andrea Gloser"]
[null,null,"                                Fachverband Hotellerie"]
[null,null,"                                Wiedner Hauptstraße 63"]
[null,null,"                                1045 Vienna / Austria"]
[null,null,"                                T: +43(0)590900/3554    F: +43(0)590900/3568"]
[null,null,"                                E: hotelsterne@wko.at"]
[]
[]
[null,null,"Vienna, 13.10.2010"]

{"sheet":"spa","index":6,"n_rows":732,"n_cols":5,"rows_kept":732,"cut":false,"hidden":false,"merged":[[633,2,633,4],[653,2,653,4],[686,2,686,4],[328,2,328,4],[418,2,418,4],[483,2,483,4],[515,2,515,4],[567,2,567,4],[595,2,595,4],[294,2,294,4],[51,2,51,4],[84,2,84,4],[112,2,112,4],[131,2,131,4],[193,2,193,4]]}
[]
[]
[]
[]
[]
[]
[null,null,"                 Austrian Professional Hotel Association"]
[]
[]
[]
[null,null,"             Questionnaire Mystery Guest check"]
[]
[]
[]
[]
[]
[]
[null,null,"                                              Working document, 13.10.2010"]
[]
[]
[]
[]
[]
[null,null,"This is a list of the necessary test criteria for companies which want to carry out a mystery test within the scope of the Austrian hotel classification. The steering commission or the Austrian Professional Hotel Association, respectively, will make the final decision about the company's listing after checking the prerequisites."]
[]
[null,null,"positively met criteria",1]
[null,null,"negatively met criteria",0]
[]
[]
[null,null,"1. Website"]
[null,null,null,null,"Comments"]
[1,1,"Clear website address",1]
[2,2,"All links working",1]
[3,3,"Clear arrangement",1]
[4,4,"Search function",1]
[5,5,"Integrated guest feedback",1]
[6,6,"Typing, spelling and grammar errors",1]
[7,7,"Informative, realistic presence with hotel pictures",1]
[8,8,"Up-to-date",1]
[9,9,"Legal information",1]
[10,10,"English translation",1]
[11,11,"Contact details (e-mail, telephone, etc.)",1]
[12,12,"Online booking on own website ",1]
[13,13,"Directions / Map",1]
[14,14,"General Terms and Conditions or cancellation conditions available",1]
[null,null,"Number of criteria met",{"$f":"SUM(D32:D45)","v":14}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D47*B45","v":3.4825870646766171}]
[null,null,"Points total",{"$f":"D46*D47","v":3.4825870646766171}]
[]
[null,null,"Comments"]
[]
[null,null,"2. E-mail and mail"]
[]
[null,null,"Response to your e-mail request, ",null,"Comments"]
[15,1,"Within … hours of the request (3*S - 12; 4*S - 8; 5*/5*S - 4)",1]
[16,2,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[17,3,"Information content (e.g. additional offers)",1]
[18,4,"Individual processing ",1]
[19,5,"In case of an offer: details about the cancellation conditions",1]
[]
[]
[]
[null,null,"Reservation confirmation (e-mail, fax) as as response to your booking",null,"Comments"]
[20,6,"Within … hours of the reservation (3*S - 24; 4*S - 12; 5*/5*S - 8)",1]
[21,7,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[22,8,"Information content (including the current directions / map) ",1]
[23,9,"Information about the cancellation conditions",1]
[]
[]
[]
[null,null,"Documents sent by post",null,"Comments"]
[24,10,"Delivery within 3 working days",1]
[25,11,"Cover letter",1]
[26,12,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[27,13,"Information content (e.g. additional offers), ",1]
[28,14,"Individual processing",1]
[29,15,"Corresponding qualitative documents and leaflets",1]
[null,null,"Number of criteria met",{"$f":"SUM(D56:D78)","v":15}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D80*B78","v":3.7313432835820897}]
[null,null,"Points total",{"$f":"D80*D79","v":3.7313432835820897}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"3. Telephone"]
[null,null,null,null,"Comments"]
[30,1,"Waiting time (3*S - 1 min.; 4*S - 30 seconds; 5*/5*S - 15 seconds)",1]
[31,2,"Text or sound recordings during the waiting time",1]
[32,3,"Cordiality",1]
[33,4,"Clear voice and pronounciation",1]
[34,5,"Addressed by name",1]
[35,6,"All data compiled (e.g. address, telephone, e-mail request)",1]
[36,7,"Professional competency",1]
[37,8,"Arrival and departure dates repeated and confirmed",1]
[38,9,"Information about categories",1]
[39,10,"Information about prices",1]
[40,11,"Information about forms of payment",1]
[41,12,"Information about services",1]
[42,13,"Information about check-in times",1]
[43,14,"Information about additional offers",1]
[44,15,"Arrival directions",1]
[45,16,"Offer of a provisional booking",1]
[46,17,"Reference to the cancellation conditions",1]
[47,18,"Friendly goodbye and thanks",1]
[null,null,"Number of criteria met",{"$f":"SUM(D89:D106)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D108*B106","v":4.477611940298508}]
[null,null,"Points total",{"$f":"D108*D107","v":4.477611940298508}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"4. Arrival and outdoor facilities"]
[null,null,null,null,"Comments"]
[48,1,"Easy to find (e.g. signposted)",1]
[49,2,"Access options",1]
[50,3,"Parking spaces",1]
[51,4,"Garage parking spaces",1]
[52,5,"Lighting",1]
[53,6,"Luggage service",1]
[54,7,"Easy orientation",1]
[55,8,"Cleanliness and condition",1]
[56,9,"Parking service (e.g. doorman, valet)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D117:D125)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D127*B125","v":2.238805970149254}]
[null,null,"Points total",{"$f":"D127*D126","v":2.238805970149254}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"5. Check-in"]
[]
[null,null,"Reception",null,"Comments"]
[57,1,"Room climate (odour)",1]
[58,2,"Room temperature",1]
[59,3,"Sufficient lighting",1]
[60,4,"Ambience/atmosphere",1]
[61,5,"Furniture of an appropriate quality",1]
[62,6,"Clean and tidy",1]
[63,7,"Matching decorations",1]
[64,8,"Generous seating area for guests",1]
[65,9,"Appearance of the check-in area (front office - clean and tidy)",1]
[]
[]
[]
[null,null,"Front office staff",null,"Comments"]
[66,10,"Attendance",1]
[67,11,"Greeting (e.g. welcome drink)",1]
[68,12,"Cordiality and friendliness",1]
[69,13,"Appearance of the employees (e.g. uniform, name tag)",1]
[70,14,"Professional competency",1]
[71,15,"Knowledge of foreign languages",1]
[72,16,"Attentiveness",1]
[73,17,"Attention to detail",1]
[74,18,"Efficiency (speed and flexibility)",1]
[75,19,"Readiness to help",1]
[76,20,"Clear, easy to understand pronounciation ",1]
[77,21,"Guest addressed by name",1]
[78,22,"Pre-prepared registration form",1]
[79,23,"Luggage service offered",1]
[80,24,"Offer of escorting to the room",1]
[81,25,"General site information offered or provided",1]
[82,26,"Pleasant stay wished",1]
[]
[]
[]
[null,null,"Escort to the room",null,"Comments"]
[83,27,"Appearance of the employee",1]
[84,28,"Friendliness, conversation",1]
[]
[]
[]
[null,null,"Room information",null,"Comments"]
[85,29,"Indication of the main switch (for power in the room) ",1]
[86,30,"Indication of the heating or air-conditioning",1]
[87,31,"Telephone (written information sufficient)",1]
[88,32,"Telephone book or numbers (for room service) - written information sufficient",1]
[89,33,"Minibar (written information sufficient)",1]
[90,34,"Safe (written information sufficient)",1]
[91,35,"Laundry service (written information sufficient)",1]
[92,36,"Ironing service (written information sufficient)",1]
[93,37,"Opening hours of the restaurant and bar (written information sufficient)",1]
[94,38,"Breakfast times (written information sufficient)",1]
[95,39,"Reception available 24 hours and attended for … hours (3*S - 14; 4*S - 18; 5*/5*S - 24)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D137:D187)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D189*B187","v":9.7014925373134329}]
[null,null,"Points total",{"$f":"D189*D188","v":9.7014925373134329}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"6. Rooms"]
[]
[null,null,"First impression and general character",null,"Comments"]
[96,1,"Room climate (fresh odour)",1]
[97,2,"Pleasant temperature",1]
[98,3,"Atmosphere (well-being)",1]
[99,4,"Noise level (quiet)",1]
[100,5,"Corresponding furniture",1]
[101,6,"Cleanliness",1]
[102,7,"Welcome letter / card",1]
[103,8,"Greeting (e.g. flours, fruit, confectionary ...) ",1]
[104,9,"Door lock working properly",1]
[]
[]
[]
[null,null,"The bed",null,"Comments"]
[105,10,"Suitable for the hotel standard",1]
[106,11,"Quality of the bed sheets is appropriate",1]
[107,12,"Mattress/lying comfort ",1]
[108,13,"Bed sheets suitable for the time of year",1]
[109,14,"Additional pillows available on request",1]
[110,15,"Additional bed sheets available on request",1]
[111,16,"Two pillows per guest",1]
[112,17,"Selection of different pillows (e.g. anti-allergy)",1]
[]
[null,null,"Furniture",null,"Comments"]
[113,18,"Quality and condition of the curtains",1]
[114,19,"Darkening possible with the curtains",1]
[115,20,"Switches and sockets easy to reach",1]
[116,21,"Defect-free walls",1]
[117,22,"Defect-free lighting",1]
[118,23,"Defect-free furniture",1]
[119,24,"Suitable number of uniform hangers (no wire hangers)",1]
[120,25,"Spacious storage area",1]
[121,26,"Spacious hanging area in the wardrobes",1]
[]
[]
[]
[null,null,"Equipment and services",null,"Comments"]
[122,27,"Radio and TV programs properly set",1]
[123,28,"List of programs available",1]
[124,29,"Current television guide displayed",1]
[125,30,"Writing folder with writing utensils ",1]
[126,31,"Telephone with the option of make internal and external calls",1]
[127,32,"Multi-lingual operating instructions for the telephone",1]
[128,33,"Writing pad and pencil next to the phone",1]
[129,34,"Working modem connection (or equivalent Internet connection available for the guest)",1]
[130,35,"Internet connection in the room (wireless or plug-in)",1]
[131,36,"PC with internet available in the room on request",1]
[132,37,"Proper functioning of all electrical equipment (e.g. lights, TV and hair dryer)",1]
[133,38,"Safe in the room",1]
[134,39,"Alarm (or an alarm function on the TV or telephone)",1]
[135,40,"Alternative alarm service (reliability, friendliness)",1]
[136,41,"\"Do not disturb/please clean\" sign available",1]
[137,42,"Condition and up-to-date status of the information folder",1]
[138,43,"Safety instructions (e.g. fire protection, emergency escape routes) visible",1]
[139,44,"Room prices on display or in the information folder",1]
[140,45,"Guest mazagine laid out",1]
[141,46,"Newspaper and magazine service",1]
[142,47,"Service manual",1]
[143,48,"Multi-lingual service manual",1]
[144,49,"At least two drinking glasses on coasters (e.g. serviettes)",1]
[145,50,"Drinks from room service",1]
[146,51,"Food from room service ",1]
[147,52,"Breakfest menu from room service",1]
[148,53,"Laundry service",1]
[149,54,"Ironing service",1]
[150,55,"Sewing service",1]
[151,56,"Shoe shining service",1]
[]
[]
[]
[null,null,"Bathroom",null,"Comments"]
[152,57,"Atmosphere (feeling of well-being)",1]
[153,58,"Corresponding equipment",1]
[154,59,"Brightness",1]
[155,60,"Proper hygiene and cleanliness",1]
[156,61,"Floor in the shower / bath made of non-slip material",1]
[157,62,"Easy to use taps",1]
[158,63,"One clean toothbrush glass per person",1]
[159,64,"At least one good quality hand towel per person",1]
[160,65,"At least one good quality bath towel per person",1]
[161,66,"Textile bath mat",1]
[162,67,"Hair dryer",1]
[163,68,"Selection of guest supplies (e.g. shower gel, soap and facial tissues)",1]
[164,69,"Quality of the guest supplies (e.g. shower gel, soap and facial tissues)",1]
[165,70,"Good quality bathrobe for each person",1]
[166,71,"House shoes or slippers",1]
[167,72,"Modern functioning set of bathroom scales",1]
[168,73,"Sufficient lighting of the shaving or make-up mirror",1]
[169,74,"Sufficient storage area",1]
[170,75,"Spare toilet roll",1]
[171,76,"Clean and hygienic waste containers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D199:D288)","v":76}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D290*B288","v":18.905472636815922}]
[null,null,"Points total",{"$f":"D290*D289","v":18.905472636815922}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"7. Housekeeping"]
[]
[null,null,"General",null,"Comments"]
[172,1,"Cleanliness and state of the room",1]
[173,2,"Cleanliness and state of the room furniture",1]
[174,3,"Cleanliness and state of the bathroom",1]
[175,4,"Cleanliness and state of the bathroom furniture",1]
[176,5,"Cleanliness and state of the terrace / balcony",1]
[177,6,"Cleanliness and state of the public areas (e.g. corridors, spa and leisure facilities)",1]
[178,7,"Well-stocked mini bar",1]
[179,8,"Daily change of bedsheets on request",1]
[180,9,"Daily change of hand towels, bath towels and bath mats or a reference to the possibility",1]
[181,10,"Daily emptying of rubbish bins",1]
[182,11,"Cleanliness and state of the bed",1]
[183,12,"Evening turndown service as an additional room check",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[184,13,"Appearance of the staff (e.g. uniform and name tag)",1]
[185,14,"Attentiveness",1]
[186,15,"Attention to detail",1]
[187,16,"Cordiality, friendliness",1]
[188,17,"Efficiency (speed, flexibility)",1]
[189,18,"Readiness to help",1]
[190,19,"Clear, easy to understand pronounciation ",1]
[null,null,"Number of criteria met",{"$f":"SUM(D300:D322)","v":19}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D324*B322","v":4.7263681592039806}]
[null,null,"Points total",{"$f":"D324*D323","v":4.7263681592039806}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"8. Restaurant"]
[]
[null,null,"First impression",null,"Comments"]
[191,1,"Attentive greeting",1]
[192,2,"Corresponding ambience (e.g. background music)",1]
[193,3,"Suitable room decorations",1]
[194,4,"Pleasant room climate (e.g. no smell of smoke, free of kitchen smells) ",1]
[195,5,"Pleasant temperature",1]
[196,6,"Suitable lighting",1]
[197,7,"Escort to the table",1]
[198,8,"Seat request taken into account",1]
[199,9,"Pleasant room layout (e.g. distance between tables)",1]
[200,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Service, Restaurant",null,"Comments"]
[201,11,"Menu / wine card handed over open",1]
[202,12,"Menu / wine card clean and in flawless condition",1]
[203,13,"Coordinated layout of the menu and wine card",1]
[204,14,"Aperitif actively offered",1]
[205,15,"Orders taken in the correct sequence (e.g. ladies first)",1]
[206,16,"Problem-free order procedure",1]
[207,17,"Handling of personal amendment requests during the order",1]
[208,18,"Fresh roll with butter or spread",1]
[209,19,"Cutlery to suit the order (e.g. fish knife)",1]
[210,20,"Suitable waiting time",1]
[211,21,"Faultless service",1]
[212,22,"Individual courses served at the same time",1]
[213,23,"Unobstrusive clearing service",1]
[214,24,"Service presence",1]
[215,25,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Wine service",null,"Comments"]
[216,26,"Appropriate wine selection",1]
[217,27,"Attractive wine recommendations",1]
[218,28,"Offer of water",1]
[219,29,"Wine presentation (opening, tasting, temperature …) ",1]
[220,30,"Orders taken in the correct sequence (e.g. ladies first)",1]
[221,31,"Digestif recommendation",1]
[222,32,"Competency of the staff",1]
[]
[]
[]
[null,null,"Food",null,"Comments"]
[223,33,"Diversity",1]
[224,34,"Presentation",1]
[225,35,"Taste",1]
[226,36,"Temperature",1]
[227,37,"Suitable portion sizes",1]
[228,38,"Creativity of the cooking",1]
[229,39,"Quality and freshness",1]
[230,40,"Harmony of the cooking",1]
[231,41,"Cheese selection",1]
[232,42,"Bread selection",1]
[233,43,"Order recommendations",1]
[234,44,"Coffee and tea service (e.g. petit fours, sugar)",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[235,45,"Clean and matching table linen",1]
[236,46,"Matching table decoration (e.g. lit candles)",1]
[237,47,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[238,48,"Diversity of the condiments on offer",1]
[239,49,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[240,50,"Attendance",1]
[241,51,"Greeting",1]
[242,52,"Cordiality, friendliness",1]
[243,53,"Appearance of the stafff (e.g. uniform and name tag)",1]
[244,54,"Competency (e.g. knowledge of dishes/wines)",1]
[245,55,"Attention (e.g. eye contact)",1]
[246,56,"Attention to detail",1]
[247,57,"Efficiency (speed, flexibility)",1]
[248,58,"Readiness to help",1]
[249,59,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D334:D412)","v":59}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D414*B412","v":14.676616915422885}]
[null,null,"Points total",{"$f":"D414*D413","v":14.676616915422885}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"9. Breakfast"]
[]
[null,null,"First impression",null,"Comments"]
[250,1,"Attentive greeting",1]
[251,2,"Appropriate ambience (e.g. background music)",1]
[252,3,"Suitable room decorations",1]
[253,4,"Pleasant room climate (e.g. no smell of smoke, free of smells from the kitchen) ",1]
[254,5,"Pleasant temperature",1]
[255,6,"Suitable lighting",1]
[256,7,"Escort to the table",1]
[257,8,"Seat request taken into account",1]
[258,9,"Pleasant room layout (e.g. distance between tables)",1]
[259,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[260,11,"Clean and matching table linen",1]
[261,12,"Matching table decoration (e.g. lit candles)",1]
[262,13,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[263,14,"Diversity of the condiments on offer",1]
[264,15,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Service",null,"Comments"]
[265,16,"Orders taken in the correct sequence (e.g. ladies first)",1]
[266,17,"Problem-free order procedure",1]
[267,18,"Handling of personal amendment requests during the order",1]
[268,19,"Suitable waiting time",1]
[269,20,"Faultless service",1]
[270,21,"Unobstrusive clearing service",1]
[271,22,"Service presence",1]
[]
[]
[null,null,"Staff",null,"Kommentar"]
[272,23,"Attendance",1]
[273,24,"Greeting",1]
[274,25,"Cordiality, friendliness",1]
[275,26,"Appearance of the stafff (e.g. uniform and name tag)",1]
[276,27,"Competency",1]
[277,28,"Attention (e.g. eye contact)",1]
[278,29,"Attention to detail",1]
[279,30,"Efficiency (speed, flexibility)",1]
[280,31,"Readiness to help",1]
[281,32,"Clear, easy to understand pronounciation",1]
[]
[]
[]
[null,null,"Breakfast buffet",null,"Comments"]
[282,33,"Appealing presentation",1]
[283,34,"Selection suiting the standard",1]
[284,35,"Full selection at all times",1]
[285,36,"Quality",1]
[286,37,"Freshness",1]
[287,38,"Clean and tidy",1]
[288,39,"à la carte offers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D424:D477)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D479*B477","v":9.7014925373134329}]
[null,null,"Points total",{"$f":"D479*D478","v":9.7014925373134329}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"10. Room service"]
[null,null,null,null,"Comments"]
[289,1,"Order taken correctly",1]
[290,2,"Suitable waiting time",1]
[291,3,"Faultless service",1]
[292,4,"Arrangement / presentation",1]
[293,5,"Quality",1]
[294,6,"Freshness",1]
[295,7,"Temperature suitable for the food",1]
[296,8,"Selection suiting the standard",1]
[297,9,"Full selection at all times",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[298,10,"Greeting",1]
[299,11,"Cordiality, friendliness",1]
[300,12,"Appearance of the stafff (e.g. uniform and name tag)",1]
[301,13,"Competency",1]
[302,14,"Attention (e.g. eye contact)",1]
[303,15,"Attention to detail",1]
[304,16,"Efficiency (speed, flexibility)",1]
[305,17,"Readiness to help",1]
[306,18,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D488:D509)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D511*B509","v":4.477611940298508}]
[null,null,"Points total",{"$f":"D511*D510","v":4.477611940298508}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"11. Hotel bar"]
[]
[null,null,"First impression",null,"Comments"]
[307,1,"Attentive greeting",1]
[308,2,"Corresponding ambience (e.g. background music)",1]
[309,3,"Suitable room decorations",1]
[310,4,"Pleasant room climate",1]
[311,5,"Pleasant temperature",1]
[312,6,"Suitable lighting",1]
[313,7,"Pleasant room layout",1]
[314,8,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Bar service",null,"Comments"]
[315,9,"Menu handed over open",1]
[316,10,"Menu clean and in a faultless condition",1]
[317,11,"Matching layout of the (snacks and) drinks menu",1]
[318,12,"Orders taken in the correct sequence (e.g. ladies first)",1]
[319,13,"Problem-free order procedure",1]
[320,14,"Handling of personal amendment requests during the order",1]
[321,15,"Bar snacks on offer (e.g. peanuts, olives)",1]
[322,16,"Suitable waiting time",1]
[323,17,"Product quality",1]
[324,18,"Product freshness",1]
[325,19,"Product presentation",1]
[326,20,"Faultless service",1]
[327,21,"Unobtrusive clearing service",1]
[328,22,"Service presence",1]
[329,23,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[330,24,"Attendance",1]
[331,25,"Greeting",1]
[332,26,"Cordiality, friendliness",1]
[333,27,"Appearance of the stafff (e.g. uniform and name tag)",1]
[334,28,"Competency",1]
[335,29,"Attention (e.g. eye contact)",1]
[336,30,"Attention to detail",1]
[337,31,"Efficiency (speed, flexibility)",1]
[338,32,"Readiness to help",1]
[339,33,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D521:D561)","v":33}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D563*B561","v":8.2089552238805972}]
[null,null,"Points total",{"$f":"D563*D562","v":8.2089552238805972}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"12. Public area"]
[]
[null,null,"General impression",null,"Comments"]
[340,1,"Room climate (odour)",1]
[341,2,"Room temperature",1]
[342,3,"Suffient lighting",1]
[343,4,"Ambience / atmosphere ",1]
[344,5,"Furniture of an appropriate quality",1]
[345,6,"Clean and tidy",1]
[346,7,"Matching decorations (e.g. fresh flowers, display cabinets)",1]
[347,8,"Generous seating area for guests",1]
[]
[]
[]
[null,null,"General impression in the individual areas",null,"Comments"]
[348,9,"Lobby",1]
[349,10,"Reception",1]
[350,11,"Corridors",1]
[351,12,"Sanitary areas",1]
[352,13,"Lifts",1]
[null,null,"Number of criteria met",{"$f":"SUM(D573:D589)","v":13}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D591*B589","v":3.2338308457711444}]
[null,null,"Points total",{"$f":"D591*D590","v":3.2338308457711444}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"13. Spa and wellness"]
[]
[null,null,"Spa und wellness",null,"Comments"]
[353,1,"Diverse selection for active recreation (e.g. aqua aerobics)",1]
[354,2,"Diverse selection for passive recreation (e.g. massage)",1]
[355,3,"Smooth organisation",1]
[356,4,"Equipment in faultless condition",1]
[357,5,"Cleanliness",1]
[358,6,"Appropriate ambience (e.g. background music)",1]
[359,7,"Suitable room decoration",1]
[360,8,"Pleasant room climate",1]
[361,9,"Pleasant temperature",1]
[362,10,"Suitable lighting",1]
[363,11,"Pleasant room layout",1]
[364,12,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Staff in the spa and wellness area",null,"Comments"]
[365,13,"Attendance",1]
[366,14,"Greeting",1]
[367,15,"Cordiality, friendliness",1]
[368,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[369,17,"Competency",1]
[370,18,"Attention (e.g. eye contact)",1]
[371,19,"Attention to detail",1]
[372,20,"Efficiency (speed, flexibility)",1]
[373,21,"Readiness to help",1]
[374,22,"Clear, easy to understand pronounciation",1]
[375,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D601:D627)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D629*B627","v":5.721393034825871}]
[null,null,"Points total",{"$f":"D629*D628","v":5.721393034825871}]
[]
[null,null,"Comments"]
[]
[]
[]
[null,null,"14. Other available services"]
[null,null,null,null,"Comments"]
[376,1,"Secure luggage storage (e.g. for arriving and departing guests)",1]
[377,2,"Availability of umbrellas",1]
[378,3,"Ticket sales and service",1]
[379,4,"Shuttle bus or limousine service",1]
[380,5,"Secretary service",1]
[381,6,"Complaints management",1]
[382,7,"Systematic guest surveys",1]
[383,8,"Feedback forums (e.g. guest book, internet)",1]
[384,9,"Babysitter available on request",1]
[null,null,"Number of criteria met",{"$f":"SUM(D639:D647)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D649*B647","v":2.238805970149254}]
[null,null,"Points total",{"$f":"D649*D648","v":2.238805970149254}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"15. Check-out"]
[]
[null,null,"Front office staff",null,"Comments"]
[385,1,"Attendance",1]
[386,2,"Cordiality, friendliness",1]
[387,3,"Appearance of the stafff (e.g. uniform and name tag)",1]
[388,4,"Competency",1]
[389,5,"Knowledge of foreign langauges",1]
[390,6,"Attentiveness",1]
[391,7,"Attention to detail",1]
[392,8,"Efficiency (speed, flexibility)",1]
[393,9,"Readiness to help",1]
[394,10,"Clear, easy to understand pronounciation",1]
[395,11,"Guest addressed by name",1]
[396,12,"Luggage service offered",1]
[]
[]
[]
[null,null,"Check-out process",null,"Comment"]
[397,13,"Prepared invoice",1]
[398,14,"Correct invoicing and explanation",1]
[399,15,"Invoice preparation and handover (e.g. in an envelope)",1]
[400,16,"Flexible means of payment (e.g. credit cards) ",1]
[401,17,"Goodbye",1]
[402,18,"Post-support for the departing guest (request only)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D659:D680)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D682*B680","v":4.477611940298508}]
[null,null,"Points total",{"$f":"D682*D681","v":4.477611940298508}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"Maximum total",{"$f":"D48+D81+D109+D128+D190+D291+D325+D415+D480+D512+D564+D592+D630+D650+D683","v":99.999999999999972}]
[null,null,"of which the following are to be reached"]
[null,null,"3*S ",0.65]
[null,null,"4*S ",0.75]
[null,null,"5* ",0.85]
[null,null,"5*S ",0.9]
[]
[null,null,"100/402=",{"$f":"100/A680","v":0.24875621890547264}]
[]
[null,null,"Total achieved",{"$f":"D49+D82+D110+D129+D191+D292+D326+D416+D481+D513+D565+D593+D631+D651+D684","v":99.999999999999972}]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[null,null,"Contact details for further information:"]
[null,null,"                                Matthias Koch / Katrin Muhr / Nina Pavicevic / Andrea Gloser"]
[null,null,"                                Fachverband Hotellerie"]
[null,null,"                                Wiedner Hauptstraße 63"]
[null,null,"                                1045 Vienna / Austria"]
[null,null,"                                T: +43(0)590900/3554    F: +43(0)590900/3568"]
[null,null,"                                E: hotelsterne@wko.at"]
[]
[]
[null,null,"Vienna, 13.10.2010"]

{"sheet":"leisure","index":7,"n_rows":730,"n_cols":5,"rows_kept":730,"cut":false,"hidden":false,"merged":[[634,2,634,4],[653,2,653,4],[686,2,686,4],[328,2,328,4],[418,2,418,4],[483,2,483,4],[515,2,515,4],[567,2,567,4],[595,2,595,4],[294,2,294,4],[51,2,51,4],[84,2,84,4],[112,2,112,4],[131,2,131,4],[193,2,193,4]]}
[]
[]
[]
[]
[]
[]
[null,null,"                 Austrian Professional Hotel Association"]
[]
[]
[]
[null,null,"             Questionnaire Mystery Guest check"]
[]
[]
[]
[]
[]
[]
[null,null,"                                              Working document, 13.10.2010"]
[]
[]
[]
[]
[]
[null,null,"This is a list of the necessary test criteria for companies which want to carry out a mystery test within the scope of the Austrian hotel classification. The steering commission or the Austrian Professional Hotel Association, respectively, will make the final decision about the company's listing after checking the prerequisites."]
[]
[null,null,"positively met criteria",1]
[null,null,"negatively met criteria",0]
[]
[]
[null,null,"1. Website"]
[null,null,null,null,"Comments"]
[1,1,"Clear website address",1]
[2,2,"All links working",1]
[3,3,"Clear arrangement",1]
[4,4,"Search function",1]
[5,5,"Integrated guest feedback",1]
[6,6,"Typing, spelling and grammar errors",1]
[7,7,"Informative, realistic presence with hotel pictures",1]
[8,8,"Up-to-date",1]
[9,9,"Legal information",1]
[10,10,"English translation",1]
[11,11,"Contact details (e-mail, telephone, etc.)",1]
[12,12,"Online booking on own website ",1]
[13,13,"Directions / Map",1]
[14,14,"General Terms and Conditions or cancellation conditions available",1]
[null,null,"Number of criteria met",{"$f":"SUM(D32:D45)","v":14}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D47*B45","v":3.4825870646766171}]
[null,null,"Points total",{"$f":"D46*D47","v":3.4825870646766171}]
[]
[null,null,"Comments"]
[]
[null,null,"2. E-mail and mail"]
[]
[null,null,"Response to your e-mail request, ",null,"Comments"]
[15,1,"Within … hours of the request (3*S - 12; 4*S - 8; 5*/5*S - 4)",1]
[16,2,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[17,3,"Information content (e.g. additional offers)",1]
[18,4,"Individual processing ",1]
[19,5,"In case of an offer: details about the cancellation conditions",1]
[]
[]
[]
[null,null,"Reservation confirmation (e-mail, fax) as as response to your booking",null,"Comments"]
[20,6,"Within … hours of the reservation (3*S - 24; 4*S - 12; 5*/5*S - 8)",1]
[21,7,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[22,8,"Information content (including the current directions / map) ",1]
[23,9,"Information about the cancellation conditions",1]
[]
[]
[]
[null,null,"Documents sent by post",null,"Comments"]
[24,10,"Delivery within 3 working days",1]
[25,11,"Cover letter",1]
[26,12,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[27,13,"Information content (e.g. additional offers), ",1]
[28,14,"Individual processing",1]
[29,15,"Corresponding qualitative documents and leaflets",1]
[null,null,"Number of criteria met",{"$f":"SUM(D56:D78)","v":15}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D80*B78","v":3.7313432835820897}]
[null,null,"Points total",{"$f":"D80*D79","v":3.7313432835820897}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"3. Telephone"]
[null,null,null,null,"Comments"]
[30,1,"Waiting time (3*S - 1 min.; 4*S - 30 seconds; 5*/5*S - 15 seconds)",1]
[31,2,"Text or sound recordings during the waiting time",1]
[32,3,"Cordiality",1]
[33,4,"Clear voice and pronounciation",1]
[34,5,"Addressed by name",1]
[35,6,"All data compiled (e.g. address, telephone, e-mail request)",1]
[36,7,"Professional competency",1]
[37,8,"Arrival and departure dates repeated and confirmed",1]
[38,9,"Information about categories",1]
[39,10,"Information about prices",1]
[40,11,"Information about forms of payment",1]
[41,12,"Information about services",1]
[42,13,"Information about check-in times",1]
[43,14,"Information about additional offers",1]
[44,15,"Arrival directions",1]
[45,16,"Offer of a provisional booking",1]
[46,17,"Reference to the cancellation conditions",1]
[47,18,"Friendly goodbye and thanks",1]
[null,null,"Number of criteria met",{"$f":"SUM(D89:D106)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D108*B106","v":4.477611940298508}]
[null,null,"Points total",{"$f":"D108*D107","v":4.477611940298508}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"4. Arrival and outdoor facilities"]
[null,null,null,null,"Comments"]
[48,1,"Easy to find (e.g. signposted)",1]
[49,2,"Access options",1]
[50,3,"Parking spaces",1]
[51,4,"Garage parking spaces",1]
[52,5,"Lighting",1]
[53,6,"Luggage service",1]
[54,7,"Easy orientation",1]
[55,8,"Cleanliness and condition",1]
[56,9,"Parking service (e.g. doorman, valet)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D117:D125)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D127*B125","v":2.238805970149254}]
[null,null,"Points total",{"$f":"D127*D126","v":2.238805970149254}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"5. Check-in"]
[]
[null,null,"Reception",null,"Comments"]
[57,1,"Room climate (odour)",1]
[58,2,"Room temperature",1]
[59,3,"Sufficient lighting",1]
[60,4,"Ambience/atmosphere",1]
[61,5,"Furniture of an appropriate quality",1]
[62,6,"Clean and tidy",1]
[63,7,"Matching decorations",1]
[64,8,"Generous seating area for guests",1]
[65,9,"Appearance of the check-in area (front office - clean and tidy)",1]
[]
[]
[]
[null,null,"Front office staff",null,"Comments"]
[66,10,"Attendance",1]
[67,11,"Greeting (e.g. welcome drink)",1]
[68,12,"Cordiality and friendliness",1]
[69,13,"Appearance of the employees (e.g. uniform, name tag)",1]
[70,14,"Professional competency",1]
[71,15,"Knowledge of foreign languages",1]
[72,16,"Attentiveness",1]
[73,17,"Attention to detail",1]
[74,18,"Efficiency (speed and flexibility)",1]
[75,19,"Readiness to help",1]
[76,20,"Clear, easy to understand pronounciation ",1]
[77,21,"Guest addressed by name",1]
[78,22,"Pre-prepared registration form",1]
[79,23,"Luggage service offered",1]
[80,24,"Offer of escorting to the room",1]
[81,25,"General site information offered or provided",1]
[82,26,"Pleasant stay wished",1]
[]
[]
[]
[null,null,"Escort to the room",null,"Comments"]
[83,27,"Appearance of the employee",1]
[84,28,"Friendliness, conversation",1]
[]
[]
[]
[null,null,"Room information",null,"Comments"]
[85,29,"Indication of the main switch (for power in the room) ",1]
[86,30,"Indication of the heating or air-conditioning",1]
[87,31,"Telephone (written information sufficient)",1]
[88,32,"Telephone book or numbers (for room service) - written information sufficient",1]
[89,33,"Minibar (written information sufficient)",1]
[90,34,"Safe (written information sufficient)",1]
[91,35,"Laundry service (written information sufficient)",1]
[92,36,"Ironing service (written information sufficient)",1]
[93,37,"Opening hours of the restaurant and bar (written information sufficient)",1]
[94,38,"Breakfast times (written information sufficient)",1]
[95,39,"Reception available 24 hours and attended for … hours (3*S - 14; 4*S - 18; 5*/5*S - 24)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D137:D187)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D189*B187","v":9.7014925373134329}]
[null,null,"Points total",{"$f":"D189*D188","v":9.7014925373134329}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"6. Rooms"]
[]
[null,null,"First impression and general character",null,"Comments"]
[96,1,"Room climate (fresh odour)",1]
[97,2,"Pleasant temperature",1]
[98,3,"Atmosphere (well-being)",1]
[99,4,"Noise level (quiet)",1]
[100,5,"Corresponding furniture",1]
[101,6,"Cleanliness",1]
[102,7,"Welcome letter / card",1]
[103,8,"Greeting (e.g. flours, fruit, confectionary ...) ",1]
[104,9,"Door lock working properly",1]
[]
[]
[]
[null,null,"The bed",null,"Comments"]
[105,10,"Suitable for the hotel standard",1]
[106,11,"Quality of the bed sheets is appropriate",1]
[107,12,"Mattress/lying comfort ",1]
[108,13,"Bed sheets suitable for the time of year",1]
[109,14,"Additional pillows available on request",1]
[110,15,"Additional bed sheets available on request",1]
[111,16,"Two pillows per guest",1]
[112,17,"Selection of different pillows (e.g. anti-allergy)",1]
[]
[null,null,"Furniture",null,"Comments"]
[113,18,"Quality and condition of the curtains",1]
[114,19,"Darkening possible with the curtains",1]
[115,20,"Switches and sockets easy to reach",1]
[116,21,"Defect-free walls",1]
[117,22,"Defect-free lighting",1]
[118,23,"Defect-free furniture",1]
[119,24,"Suitable number of uniform hangers (no wire hangers)",1]
[120,25,"Spacious storage area",1]
[121,26,"Spacious hanging area in the wardrobes",1]
[]
[]
[]
[null,null,"Equipment and services",null,"Comments"]
[122,27,"Radio and TV programs properly set",1]
[123,28,"List of programs available",1]
[124,29,"Current television guide displayed",1]
[125,30,"Writing folder with writing utensils ",1]
[126,31,"Telephone with the option of make internal and external calls",1]
[127,32,"Multi-lingual operating instructions for the telephone",1]
[128,33,"Writing pad and pencil next to the phone",1]
[129,34,"Working modem connection (or equivalent Internet connection available for the guest)",1]
[130,35,"Internet connection in the room (wireless or plug-in)",1]
[131,36,"PC with internet available in the room on request",1]
[132,37,"Proper functioning of all electrical equipment (e.g. lights, TV and hair dryer)",1]
[133,38,"Safe in the room",1]
[134,39,"Alarm (or an alarm function on the TV or telephone)",1]
[135,40,"Alternative alarm service (reliability, friendliness)",1]
[136,41,"\"Do not disturb/please clean\" sign available",1]
[137,42,"Condition and up-to-date status of the information folder",1]
[138,43,"Safety instructions (e.g. fire protection, emergency escape routes) visible",1]
[139,44,"Room prices on display or in the information folder",1]
[140,45,"Guest mazagine laid out",1]
[141,46,"Newspaper and magazine service",1]
[142,47,"Service manual",1]
[143,48,"Multi-lingual service manual",1]
[144,49,"At least two drinking glasses on coasters (e.g. serviettes)",1]
[145,50,"Drinks from room service",1]
[146,51,"Food from room service ",1]
[147,52,"Breakfest menu from room service",1]
[148,53,"Laundry service",1]
[149,54,"Ironing service",1]
[150,55,"Sewing service",1]
[151,56,"Shoe shining service",1]
[]
[]
[]
[null,null,"Bathroom",null,"Comments"]
[152,57,"Atmosphere (feeling of well-being)",1]
[153,58,"Corresponding equipment",1]
[154,59,"Brightness",1]
[155,60,"Proper hygiene and cleanliness",1]
[156,61,"Floor in the shower / bath made of non-slip material",1]
[157,62,"Easy to use taps",1]
[158,63,"One clean toothbrush glass per person",1]
[159,64,"At least one good quality hand towel per person",1]
[160,65,"At least one good quality bath towel per person",1]
[161,66,"Textile bath mat",1]
[162,67,"Hair dryer",1]
[163,68,"Selection of guest supplies (e.g. shower gel, soap and facial tissues)",1]
[164,69,"Quality of the guest supplies (e.g. shower gel, soap and facial tissues)",1]
[165,70,"Good quality bathrobe for each person",1]
[166,71,"House shoes or slippers",1]
[167,72,"Modern functioning set of bathroom scales",1]
[168,73,"Sufficient lighting of the shaving or make-up mirror",1]
[169,74,"Sufficient storage area",1]
[170,75,"Spare toilet roll",1]
[171,76,"Clean and hygienic waste containers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D199:D288)","v":76}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D290*B288","v":18.905472636815922}]
[null,null,"Points total",{"$f":"D290*D289","v":18.905472636815922}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"7. Housekeeping"]
[]
[null,null,"General",null,"Comments"]
[172,1,"Cleanliness and state of the room",1]
[173,2,"Cleanliness and state of the room furniture",1]
[174,3,"Cleanliness and state of the bathroom",1]
[175,4,"Cleanliness and state of the bathroom furniture",1]
[176,5,"Cleanliness and state of the terrace / balcony",1]
[177,6,"Cleanliness and state of the public areas (e.g. corridors, spa and leisure facilities)",1]
[178,7,"Well-stocked mini bar",1]
[179,8,"Daily change of bedsheets on request",1]
[180,9,"Daily change of hand towels, bath towels and bath mats or a reference to the possibility",1]
[181,10,"Daily emptying of rubbish bins",1]
[182,11,"Cleanliness and state of the bed",1]
[183,12,"Evening turndown service as an additional room check",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[184,13,"Appearance of the staff (e.g. uniform and name tag)",1]
[185,14,"Attentiveness",1]
[186,15,"Attention to detail",1]
[187,16,"Cordiality, friendliness",1]
[188,17,"Efficiency (speed, flexibility)",1]
[189,18,"Readiness to help",1]
[190,19,"Clear, easy to understand pronounciation ",1]
[null,null,"Number of criteria met",{"$f":"SUM(D300:D322)","v":19}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D324*B322","v":4.7263681592039806}]
[null,null,"Points total",{"$f":"D324*D323","v":4.7263681592039806}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"8. Restaurant"]
[]
[null,null,"First impression",null,"Comments"]
[191,1,"Attentive greeting",1]
[192,2,"Corresponding ambience (e.g. background music)",1]
[193,3,"Suitable room decorations",1]
[194,4,"Pleasant room climate (e.g. no smell of smoke, free of kitchen smells) ",1]
[195,5,"Pleasant temperature",1]
[196,6,"Suitable lighting",1]
[197,7,"Escort to the table",1]
[198,8,"Seat request taken into account",1]
[199,9,"Pleasant room layout (e.g. distance between tables)",1]
[200,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Service, Restaurant",null,"Comments"]
[201,11,"Menu / wine card handed over open",1]
[202,12,"Menu / wine card clean and in flawless condition",1]
[203,13,"Coordinated layout of the menu and wine card",1]
[204,14,"Aperitif actively offered",1]
[205,15,"Orders taken in the correct sequence (e.g. ladies first)",1]
[206,16,"Problem-free order procedure",1]
[207,17,"Handling of personal amendment requests during the order",1]
[208,18,"Fresh roll with butter or spread",1]
[209,19,"Cutlery to suit the order (e.g. fish knife)",1]
[210,20,"Suitable waiting time",1]
[211,21,"Faultless service",1]
[212,22,"Individual courses served at the same time",1]
[213,23,"Unobstrusive clearing service",1]
[214,24,"Service presence",1]
[215,25,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Wine service",null,"Comments"]
[216,26,"Appropriate wine selection",1]
[217,27,"Attractive wine recommendations",1]
[218,28,"Offer of water",1]
[219,29,"Wine presentation (opening, tasting, temperature …) ",1]
[220,30,"Orders taken in the correct sequence (e.g. ladies first)",1]
[221,31,"Digestif recommendation",1]
[222,32,"Competency of the staff",1]
[]
[]
[]
[null,null,"Food",null,"Comments"]
[223,33,"Diversity",1]
[224,34,"Presentation",1]
[225,35,"Taste",1]
[226,36,"Temperature",1]
[227,37,"Suitable portion sizes",1]
[228,38,"Creativity of the cooking",1]
[229,39,"Quality and freshness",1]
[230,40,"Harmony of the cooking",1]
[231,41,"Cheese selection",1]
[232,42,"Bread selection",1]
[233,43,"Order recommendations",1]
[234,44,"Coffee and tea service (e.g. petit fours, sugar)",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[235,45,"Clean and matching table linen",1]
[236,46,"Matching table decoration (e.g. lit candles)",1]
[237,47,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[238,48,"Diversity of the condiments on offer",1]
[239,49,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[240,50,"Attendance",1]
[241,51,"Greeting",1]
[242,52,"Cordiality, friendliness",1]
[243,53,"Appearance of the stafff (e.g. uniform and name tag)",1]
[244,54,"Competency (e.g. knowledge of dishes/wines)",1]
[245,55,"Attention (e.g. eye contact)",1]
[246,56,"Attention to detail",1]
[247,57,"Efficiency (speed, flexibility)",1]
[248,58,"Readiness to help",1]
[249,59,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D334:D412)","v":59}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D414*B412","v":14.676616915422885}]
[null,null,"Points total",{"$f":"D414*D413","v":14.676616915422885}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"9. Breakfast"]
[]
[null,null,"First impression",null,"Comments"]
[250,1,"Attentive greeting",1]
[251,2,"Appropriate ambience (e.g. background music)",1]
[252,3,"Suitable room decorations",1]
[253,4,"Pleasant room climate (e.g. no smell of smoke, free of smells from the kitchen) ",1]
[254,5,"Pleasant temperature",1]
[255,6,"Suitable lighting",1]
[256,7,"Escort to the table",1]
[257,8,"Seat request taken into account",1]
[258,9,"Pleasant room layout (e.g. distance between tables)",1]
[259,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[260,11,"Clean and matching table linen",1]
[261,12,"Matching table decoration (e.g. lit candles)",1]
[262,13,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[263,14,"Diversity of the condiments on offer",1]
[264,15,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Service",null,"Comments"]
[265,16,"Orders taken in the correct sequence (e.g. ladies first)",1]
[266,17,"Problem-free order procedure",1]
[267,18,"Handling of personal amendment requests during the order",1]
[268,19,"Suitable waiting time",1]
[269,20,"Faultless service",1]
[270,21,"Unobstrusive clearing service",1]
[271,22,"Service presence",1]
[]
[]
[null,null,"Staff",null,"Kommentar"]
[272,23,"Attendance",1]
[273,24,"Greeting",1]
[274,25,"Cordiality, friendliness",1]
[275,26,"Appearance of the stafff (e.g. uniform and name tag)",1]
[276,27,"Competency",1]
[277,28,"Attention (e.g. eye contact)",1]
[278,29,"Attention to detail",1]
[279,30,"Efficiency (speed, flexibility)",1]
[280,31,"Readiness to help",1]
[281,32,"Clear, easy to understand pronounciation",1]
[]
[]
[]
[null,null,"Breakfast buffet",null,"Comments"]
[282,33,"Appealing presentation",1]
[283,34,"Selection suiting the standard",1]
[284,35,"Full selection at all times",1]
[285,36,"Quality",1]
[286,37,"Freshness",1]
[287,38,"Clean and tidy",1]
[288,39,"à la carte offers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D424:D477)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D479*B477","v":9.7014925373134329}]
[null,null,"Points total",{"$f":"D479*D478","v":9.7014925373134329}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"10. Room service"]
[null,null,null,null,"Comments"]
[289,1,"Order taken correctly",1]
[290,2,"Suitable waiting time",1]
[291,3,"Faultless service",1]
[292,4,"Arrangement / presentation",1]
[293,5,"Quality",1]
[294,6,"Freshness",1]
[295,7,"Temperature suitable for the food",1]
[296,8,"Selection suiting the standard",1]
[297,9,"Full selection at all times",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[298,10,"Greeting",1]
[299,11,"Cordiality, friendliness",1]
[300,12,"Appearance of the stafff (e.g. uniform and name tag)",1]
[301,13,"Competency",1]
[302,14,"Attention (e.g. eye contact)",1]
[303,15,"Attention to detail",1]
[304,16,"Efficiency (speed, flexibility)",1]
[305,17,"Readiness to help",1]
[306,18,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D488:D509)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D511*B509","v":4.477611940298508}]
[null,null,"Points total",{"$f":"D511*D510","v":4.477611940298508}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"11. Hotel bar"]
[]
[null,null,"First impression",null,"Comments"]
[307,1,"Attentive greeting",1]
[308,2,"Corresponding ambience (e.g. background music)",1]
[309,3,"Suitable room decorations",1]
[310,4,"Pleasant room climate",1]
[311,5,"Pleasant temperature",1]
[312,6,"Suitable lighting",1]
[313,7,"Pleasant room layout",1]
[314,8,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Bar service",null,"Comments"]
[315,9,"Menu handed over open",1]
[316,10,"Menu clean and in a faultless condition",1]
[317,11,"Matching layout of the (snacks and) drinks menu",1]
[318,12,"Orders taken in the correct sequence (e.g. ladies first)",1]
[319,13,"Problem-free order procedure",1]
[320,14,"Handling of personal amendment requests during the order",1]
[321,15,"Bar snacks on offer (e.g. peanuts, olives)",1]
[322,16,"Suitable waiting time",1]
[323,17,"Product quality",1]
[324,18,"Product freshness",1]
[325,19,"Product presentation",1]
[326,20,"Faultless service",1]
[327,21,"Unobtrusive clearing service",1]
[328,22,"Service presence",1]
[329,23,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[330,24,"Attendance",1]
[331,25,"Greeting",1]
[332,26,"Cordiality, friendliness",1]
[333,27,"Appearance of the stafff (e.g. uniform and name tag)",1]
[334,28,"Competency",1]
[335,29,"Attention (e.g. eye contact)",1]
[336,30,"Attention to detail",1]
[337,31,"Efficiency (speed, flexibility)",1]
[338,32,"Readiness to help",1]
[339,33,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D521:D561)","v":33}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D563*B561","v":8.2089552238805972}]
[null,null,"Points total",{"$f":"D563*D562","v":8.2089552238805972}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"12. Public area"]
[]
[null,null,"General impression",null,"Comments"]
[340,1,"Room climate (odour)",1]
[341,2,"Room temperature",1]
[342,3,"Suffient lighting",1]
[343,4,"Ambience / atmosphere ",1]
[344,5,"Furniture of an appropriate quality",1]
[345,6,"Clean and tidy",1]
[346,7,"Matching decorations (e.g. fresh flowers, display cabinets)",1]
[347,8,"Generous seating area for guests",1]
[]
[]
[]
[null,null,"General impression in the individual areas",null,"Comments"]
[348,9,"Lobby",1]
[349,10,"Reception",1]
[350,11,"Corridors",1]
[351,12,"Sanitary areas",1]
[352,13,"Lifts",1]
[null,null,"Number of criteria met",{"$f":"SUM(D573:D589)","v":13}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D591*B589","v":3.2338308457711444}]
[null,null,"Points total",{"$f":"D591*D590","v":3.2338308457711444}]
[]
[null,null,"Comments"]
[]
[]
[]
[null,null,"13. Leisure activities"]
[]
[null,null,"Leisure activities",null,"Comments"]
[353,1,"Diverse selection for active recreation (e.g. hiking, cycling, skiing)",1]
[354,2,"Diverse selection for passive recreation (e.g. massage)",1]
[355,3,"Smooth organisation",1]
[356,4,"Equipment in faultless condition",1]
[357,5,"Cleanliness",1]
[358,6,"Appropriate ambience (e.g. background music)",1]
[359,7,"Suitable room decoration",1]
[360,8,"Pleasant room atmosphere",1]
[361,9,"Pleasant temperature",1]
[362,10,"Suitable lighting",1]
[363,11,"Pleasant room layout",1]
[364,12,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Staff in the leisure area",null,"Comments"]
[365,13,"Attendance",1]
[366,14,"Greeting",1]
[367,15,"Cordiality, friendliness",1]
[368,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[369,17,"Competency",1]
[370,18,"Attention (e.g. eye contact)",1]
[371,19,"Attention to detail",1]
[372,20,"Efficiency (speed, flexibility)",1]
[373,21,"Readiness to help",1]
[374,22,"Clear, easy to understand pronounciation",1]
[375,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D602:D628)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D630*B628","v":5.721393034825871}]
[null,null,"Points total",{"$f":"D630*D629","v":5.721393034825871}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"14. Other available services"]
[null,null,null,null,"Comments"]
[376,1,"Secure luggage storage (e.g. for arriving and departing guests)",1]
[377,2,"Availability of umbrellas",1]
[378,3,"Ticket sales and service",1]
[379,4,"Shuttle bus or limousine service",1]
[380,5,"Secretary service",1]
[381,6,"Complaints management",1]
[382,7,"Systematic guest surveys",1]
[383,8,"Feedback forums (e.g. guest book, internet)",1]
[384,9,"Babysitter available on request",1]
[null,null,"Number of criteria met",{"$f":"SUM(D639:D647)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D649*B647","v":2.238805970149254}]
[null,null,"Points total",{"$f":"D649*D648","v":2.238805970149254}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"15. Check-out"]
[]
[null,null,"Front office staff",null,"Comments"]
[385,1,"Attendance",1]
[386,2,"Cordiality, friendliness",1]
[387,3,"Appearance of the stafff (e.g. uniform and name tag)",1]
[388,4,"Competency",1]
[389,5,"Knowledge of foreign langauges",1]
[390,6,"Attentiveness",1]
[391,7,"Attention to detail",1]
[392,8,"Efficiency (speed, flexibility)",1]
[393,9,"Readiness to help",1]
[394,10,"Clear, easy to understand pronounciation",1]
[395,11,"Guest addressed by name",1]
[396,12,"Luggage service offered",1]
[]
[]
[]
[null,null,"Check-out process",null,"Comment"]
[397,13,"Prepared invoice",1]
[398,14,"Correct invoicing and explanation",1]
[399,15,"Invoice preparation and handover (e.g. in an envelope)",1]
[400,16,"Flexible means of payment (e.g. credit cards) ",1]
[401,17,"Goodbye",1]
[402,18,"Post-support for the departing guest (request only)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D659:D680)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D696","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D682*B680","v":4.477611940298508}]
[null,null,"Points total",{"$f":"D682*D681","v":4.477611940298508}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"Maximum total",{"$f":"D48+D81+D109+D128+D190+D291+D325+D415+D480+D512+D564+D592+D631+D650+D683","v":99.999999999999972}]
[null,null,"of which the following are to be reached"]
[null,null,"3*S ",0.65]
[null,null,"4*S ",0.75]
[null,null,"5* ",0.85]
[null,null,"5*S ",0.9]
[]
[null,null,"100/402=",{"$f":"100/A680","v":0.24875621890547264}]
[]
[null,null,"Total achieved",{"$f":"D49+D82+D110+D129+D191+D292+D326+D416+D481+D513+D565+D593+D632+D651+D684","v":99.999999999999972}]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[null,null,"Contact details for further information:"]
[null,null,"                                Matthias Koch / Katrin Muhr / Nina Pavicevic / Andrea Gloser"]
[null,null,"                                Fachverband Hotellerie"]
[null,null,"                                Wiedner Hauptstraße 63"]
[null,null,"                                1045 Vienna / Austria"]
[null,null,"                                T: +43(0)590900/3554    F: +43(0)590900/3568"]
[null,null,"                                E: hotelsterne@wko.at"]
[]
[]
[null,null,"Vienna, 13.10.2010"]

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[]
[]
[]
[]
[]
[]
[null,null,"                 Austrian Professional Hotel Association"]
[]
[]
[]
[null,null,"             Questionnaire Mystery Guest check"]
[]
[]
[]
[]
[]
[]
[null,null,"                                              Working document, 13.10.2010"]
[]
[]
[]
[]
[]
[null,null,"This is a list of the necessary test criteria for companies which want to carry out a mystery test within the scope of the Austrian hotel classification. The steering commission or the Austrian Professional Hotel Association, respectively, will make the final decision about the company's listing after checking the prerequisites."]
[]
[null,null,"positively met criteria",1]
[null,null,"negatively met criteria",0]
[]
[]
[null,null,"1. Website"]
[null,null,null,null,"Comments"]
[1,1,"Clear website address",1]
[2,2,"All links working",1]
[3,3,"Clear arrangement",1]
[4,4,"Search function",1]
[5,5,"Integrated guest feedback",1]
[6,6,"Typing, spelling and grammar errors",1]
[7,7,"Informative, realistic presence with hotel pictures",1]
[8,8,"Up-to-date",1]
[9,9,"Legal information",1]
[10,10,"English translation",1]
[11,11,"Contact details (e-mail, telephone, etc.)",1]
[12,12,"Online booking on own website ",1]
[13,13,"Directions / Map",1]
[14,14,"General Terms and Conditions or cancellation conditions available",1]
[null,null,"Number of criteria met",{"$f":"SUM(D32:D45)","v":14}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D47*B45","v":3.4825870646766171}]
[null,null,"Points total",{"$f":"D46*D47","v":3.4825870646766171}]
[]
[null,null,"Comments"]
[]
[null,null,"2. E-mail and mail"]
[]
[null,null,"Response to your e-mail request, ",null,"Comments"]
[15,1,"Within … hours of the request (3*S - 12; 4*S - 8; 5*/5*S - 4)",1]
[16,2,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[17,3,"Information content (e.g. additional offers)",1]
[18,4,"Individual processing ",1]
[19,5,"In case of an offer: details about the cancellation conditions",1]
[]
[]
[]
[null,null,"Reservation confirmation (e-mail, fax) as as response to your booking",null,"Comments"]
[20,6,"Within … hours of the reservation (3*S - 24; 4*S - 12; 5*/5*S - 8)",1]
[21,7,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[22,8,"Information content (including the current directions / map) ",1]
[23,9,"Information about the cancellation conditions",1]
[]
[]
[]
[null,null,"Documents sent by post",null,"Comments"]
[24,10,"Delivery within 3 working days",1]
[25,11,"Cover letter",1]
[26,12,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[27,13,"Information content (e.g. additional offers), ",1]
[28,14,"Individual processing",1]
[29,15,"Corresponding qualitative documents and leaflets",1]
[null,null,"Number of criteria met",{"$f":"SUM(D56:D78)","v":15}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D80*B78","v":3.7313432835820897}]
[null,null,"Points total",{"$f":"D80*D79","v":3.7313432835820897}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"3. Telephone"]
[null,null,null,null,"Comments"]
[30,1,"Waiting time (3*S - 1 min.; 4*S - 30 seconds; 5*/5*S - 15 seconds)",1]
[31,2,"Text or sound recordings during the waiting time",1]
[32,3,"Cordiality",1]
[33,4,"Clear voice and pronounciation",1]
[34,5,"Addressed by name",1]
[35,6,"All data compiled (e.g. address, telephone, e-mail request)",1]
[36,7,"Professional competency",1]
[37,8,"Arrival and departure dates repeated and confirmed",1]
[38,9,"Information about categories",1]
[39,10,"Information about prices",1]
[40,11,"Information about forms of payment",1]
[41,12,"Information about services",1]
[42,13,"Information about check-in times",1]
[43,14,"Information about additional offers",1]
[44,15,"Arrival directions",1]
[45,16,"Offer of a provisional booking",1]
[46,17,"Reference to the cancellation conditions",1]
[47,18,"Friendly goodbye and thanks",1]
[null,null,"Number of criteria met",{"$f":"SUM(D89:D106)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D108*B106","v":4.477611940298508}]
[null,null,"Points total",{"$f":"D108*D107","v":4.477611940298508}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"4. Arrival and outdoor facilities"]
[null,null,null,null,"Comments"]
[48,1,"Easy to find (e.g. signposted)",1]
[49,2,"Access options",1]
[50,3,"Parking spaces",1]
[51,4,"Garage parking spaces",1]
[52,5,"Lighting",1]
[53,6,"Luggage service",1]
[54,7,"Easy orientation",1]
[55,8,"Cleanliness and condition",1]
[56,9,"Parking service (e.g. doorman, valet)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D117:D125)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D127*B125","v":2.238805970149254}]
[null,null,"Points total",{"$f":"D127*D126","v":2.238805970149254}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"5. Check-in"]
[]
[null,null,"Reception",null,"Comments"]
[57,1,"Room climate (odour)",1]
[58,2,"Room temperature",1]
[59,3,"Sufficient lighting",1]
[60,4,"Ambience/atmosphere",1]
[61,5,"Furniture of an appropriate quality",1]
[62,6,"Clean and tidy",1]
[63,7,"Matching decorations",1]
[64,8,"Generous seating area for guests",1]
[65,9,"Appearance of the check-in area (front office - clean and tidy)",1]
[]
[]
[]
[null,null,"Front office staff",null,"Comments"]
[66,10,"Attendance",1]
[67,11,"Greeting (e.g. welcome drink)",1]
[68,12,"Cordiality and friendliness",1]
[69,13,"Appearance of the employees (e.g. uniform, name tag)",1]
[70,14,"Professional competency",1]
[71,15,"Knowledge of foreign languages",1]
[72,16,"Attentiveness",1]
[73,17,"Attention to detail",1]
[74,18,"Efficiency (speed and flexibility)",1]
[75,19,"Readiness to help",1]
[76,20,"Clear, easy to understand pronounciation ",1]
[77,21,"Guest addressed by name",1]
[78,22,"Pre-prepared registration form",1]
[79,23,"Luggage service offered",1]
[80,24,"Offer of escorting to the room",1]
[81,25,"General site information offered or provided",1]
[82,26,"Pleasant stay wished",1]
[]
[]
[]
[null,null,"Escort to the room",null,"Comments"]
[83,27,"Appearance of the employee",1]
[84,28,"Friendliness, conversation",1]
[]
[]
[]
[null,null,"Room information",null,"Comments"]
[85,29,"Indication of the main switch (for power in the room) ",1]
[86,30,"Indication of the heating or air-conditioning",1]
[87,31,"Telephone (written information sufficient)",1]
[88,32,"Telephone book or numbers (for room service) - written information sufficient",1]
[89,33,"Minibar (written information sufficient)",1]
[90,34,"Safe (written information sufficient)",1]
[91,35,"Laundry service (written information sufficient)",1]
[92,36,"Ironing service (written information sufficient)",1]
[93,37,"Opening hours of the restaurant and bar (written information sufficient)",1]
[94,38,"Breakfast times (written information sufficient)",1]
[95,39,"Reception available 24 hours and attended for … hours (3*S - 14; 4*S - 18; 5*/5*S - 24)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D137:D187)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximum total",{"$f":"D189*B187","v":9.7014925373134329}]
[null,null,"Points total",{"$f":"D189*D188","v":9.7014925373134329}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"6. Rooms"]
[]
[null,null,"First impression and general character",null,"Comments"]
[96,1,"Room climate (fresh odour)",1]
[97,2,"Pleasant temperature",1]
[98,3,"Atmosphere (well-being)",1]
[99,4,"Noise level (quiet)",1]
[100,5,"Corresponding furniture",1]
[101,6,"Cleanliness",1]
[102,7,"Welcome letter / card",1]
[103,8,"Greeting (e.g. flours, fruit, confectionary ...) ",1]
[104,9,"Door lock working properly",1]
[]
[]
[]
[null,null,"The bed",null,"Comments"]
[105,10,"Suitable for the hotel standard",1]
[106,11,"Quality of the bed sheets is appropriate",1]
[107,12,"Mattress/lying comfort ",1]
[108,13,"Bed sheets suitable for the time of year",1]
[109,14,"Additional pillows available on request",1]
[110,15,"Additional bed sheets available on request",1]
[111,16,"Two pillows per guest",1]
[112,17,"Selection of different pillows (e.g. anti-allergy)",1]
[]
[null,null,"Furniture",null,"Comments"]
[113,18,"Quality and condition of the curtains",1]
[114,19,"Darkening possible with the curtains",1]
[115,20,"Switches and sockets easy to reach",1]
[116,21,"Defect-free walls",1]
[117,22,"Defect-free lighting",1]
[118,23,"Defect-free furniture",1]
[119,24,"Suitable number of uniform hangers (no wire hangers)",1]
[120,25,"Spacious storage area",1]
[121,26,"Spacious hanging area in the wardrobes",1]
[]
[]
[]
[null,null,"Equipment and services",null,"Comments"]
[122,27,"Radio and TV programs properly set",1]
[123,28,"List of programs available",1]
[124,29,"Current television guide displayed",1]
[125,30,"Writing folder with writing utensils ",1]
[126,31,"Telephone with the option of make internal and external calls",1]
[127,32,"Multi-lingual operating instructions for the telephone",1]
[128,33,"Writing pad and pencil next to the phone",1]
[129,34,"Working modem connection (or equivalent Internet connection available for the guest)",1]
[130,35,"Internet connection in the room (wireless or plug-in)",1]
[131,36,"PC with internet available in the room on request",1]
[132,37,"Proper functioning of all electrical equipment (e.g. lights, TV and hair dryer)",1]
[133,38,"Safe in the room",1]
[134,39,"Alarm (or an alarm function on the TV or telephone)",1]
[135,40,"Alternative alarm service (reliability, friendliness)",1]
[136,41,"\"Do not disturb/please clean\" sign available",1]
[137,42,"Condition and up-to-date status of the information folder",1]
[138,43,"Safety instructions (e.g. fire protection, emergency escape routes) visible",1]
[139,44,"Room prices on display or in the information folder",1]
[140,45,"Guest mazagine laid out",1]
[141,46,"Newspaper and magazine service",1]
[142,47,"Service manual",1]
[143,48,"Multi-lingual service manual",1]
[144,49,"At least two drinking glasses on coasters (e.g. serviettes)",1]
[145,50,"Drinks from room service",1]
[146,51,"Food from room service ",1]
[147,52,"Breakfest menu from room service",1]
[148,53,"Laundry service",1]
[149,54,"Ironing service",1]
[150,55,"Sewing service",1]
[151,56,"Shoe shining service",1]
[]
[]
[]
[null,null,"Bathroom",null,"Comments"]
[152,57,"Atmosphere (feeling of well-being)",1]
[153,58,"Corresponding equipment",1]
[154,59,"Brightness",1]
[155,60,"Proper hygiene and cleanliness",1]
[156,61,"Floor in the shower / bath made of non-slip material",1]
[157,62,"Easy to use taps",1]
[158,63,"One clean toothbrush glass per person",1]
[159,64,"At least one good quality hand towel per person",1]
[160,65,"At least one good quality bath towel per person",1]
[161,66,"Textile bath mat",1]
[162,67,"Hair dryer",1]
[163,68,"Selection of guest supplies (e.g. shower gel, soap and facial tissues)",1]
[164,69,"Quality of the guest supplies (e.g. shower gel, soap and facial tissues)",1]
[165,70,"Good quality bathrobe for each person",1]
[166,71,"House shoes or slippers",1]
[167,72,"Modern functioning set of bathroom scales",1]
[168,73,"Sufficient lighting of the shaving or make-up mirror",1]
[169,74,"Sufficient storage area",1]
[170,75,"Spare toilet roll",1]
[171,76,"Clean and hygienic waste containers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D199:D288)","v":76}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D290*B288","v":18.905472636815922}]
[null,null,"Points total",{"$f":"D290*D289","v":18.905472636815922}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"7. Housekeeping"]
[]
[null,null,"General",null,"Comments"]
[172,1,"Cleanliness and state of the room",1]
[173,2,"Cleanliness and state of the room furniture",1]
[174,3,"Cleanliness and state of the bathroom",1]
[175,4,"Cleanliness and state of the bathroom furniture",1]
[176,5,"Cleanliness and state of the terrace / balcony",1]
[177,6,"Cleanliness and state of the public areas (e.g. corridors, spa and leisure facilities)",1]
[178,7,"Well-stocked mini bar",1]
[179,8,"Daily change of bedsheets on request",1]
[180,9,"Daily change of hand towels, bath towels and bath mats or a reference to the possibility",1]
[181,10,"Daily emptying of rubbish bins",1]
[182,11,"Cleanliness and state of the bed",1]
[183,12,"Evening turndown service as an additional room check",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[184,13,"Appearance of the staff (e.g. uniform and name tag)",1]
[185,14,"Attentiveness",1]
[186,15,"Attention to detail",1]
[187,16,"Cordiality, friendliness",1]
[188,17,"Efficiency (speed, flexibility)",1]
[189,18,"Readiness to help",1]
[190,19,"Clear, easy to understand pronounciation ",1]
[null,null,"Number of criteria met",{"$f":"SUM(D300:D322)","v":19}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D324*B322","v":4.7263681592039806}]
[null,null,"Points total",{"$f":"D324*D323","v":4.7263681592039806}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"8. Restaurant"]
[]
[null,null,"First impression",null,"Comments"]
[191,1,"Attentive greeting",1]
[192,2,"Corresponding ambience (e.g. background music)",1]
[193,3,"Suitable room decorations",1]
[194,4,"Pleasant room climate (e.g. no smell of smoke, free of kitchen smells) ",1]
[195,5,"Pleasant temperature",1]
[196,6,"Suitable lighting",1]
[197,7,"Escort to the table",1]
[198,8,"Seat request taken into account",1]
[199,9,"Pleasant room layout (e.g. distance between tables)",1]
[200,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Service, Restaurant",null,"Comments"]
[201,11,"Menu / wine card handed over open",1]
[202,12,"Menu / wine card clean and in flawless condition",1]
[203,13,"Coordinated layout of the menu and wine card",1]
[204,14,"Aperitif actively offered",1]
[205,15,"Orders taken in the correct sequence (e.g. ladies first)",1]
[206,16,"Problem-free order procedure",1]
[207,17,"Handling of personal amendment requests during the order",1]
[208,18,"Fresh roll with butter or spread",1]
[209,19,"Cutlery to suit the order (e.g. fish knife)",1]
[210,20,"Suitable waiting time",1]
[211,21,"Faultless service",1]
[212,22,"Individual courses served at the same time",1]
[213,23,"Unobstrusive clearing service",1]
[214,24,"Service presence",1]
[215,25,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Wine service",null,"Comments"]
[216,26,"Appropriate wine selection",1]
[217,27,"Attractive wine recommendations",1]
[218,28,"Offer of water",1]
[219,29,"Wine presentation (opening, tasting, temperature …) ",1]
[220,30,"Orders taken in the correct sequence (e.g. ladies first)",1]
[221,31,"Digestif recommendation",1]
[222,32,"Competency of the staff",1]
[]
[]
[]
[null,null,"Food",null,"Comments"]
[223,33,"Diversity",1]
[224,34,"Presentation",1]
[225,35,"Taste",1]
[226,36,"Temperature",1]
[227,37,"Suitable portion sizes",1]
[228,38,"Creativity of the cooking",1]
[229,39,"Quality and freshness",1]
[230,40,"Harmony of the cooking",1]
[231,41,"Cheese selection",1]
[232,42,"Bread selection",1]
[233,43,"Order recommendations",1]
[234,44,"Coffee and tea service (e.g. petit fours, sugar)",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[235,45,"Clean and matching table linen",1]
[236,46,"Matching table decoration (e.g. lit candles)",1]
[237,47,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[238,48,"Diversity of the condiments on offer",1]
[239,49,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[240,50,"Attendance",1]
[241,51,"Greeting",1]
[242,52,"Cordiality, friendliness",1]
[243,53,"Appearance of the stafff (e.g. uniform and name tag)",1]
[244,54,"Competency (e.g. knowledge of dishes/wines)",1]
[245,55,"Attention (e.g. eye contact)",1]
[246,56,"Attention to detail",1]
[247,57,"Efficiency (speed, flexibility)",1]
[248,58,"Readiness to help",1]
[249,59,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D334:D412)","v":59}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D414*B412","v":14.676616915422885}]
[null,null,"Points total",{"$f":"D414*D413","v":14.676616915422885}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"9. Breakfast"]
[]
[null,null,"First impression",null,"Comments"]
[250,1,"Attentive greeting",1]
[251,2,"Appropriate ambience (e.g. background music)",1]
[252,3,"Suitable room decorations",1]
[253,4,"Pleasant room climate (e.g. no smell of smoke, free of smells from the kitchen) ",1]
[254,5,"Pleasant temperature",1]
[255,6,"Suitable lighting",1]
[256,7,"Escort to the table",1]
[257,8,"Seat request taken into account",1]
[258,9,"Pleasant room layout (e.g. distance between tables)",1]
[259,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[260,11,"Clean and matching table linen",1]
[261,12,"Matching table decoration (e.g. lit candles)",1]
[262,13,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[263,14,"Diversity of the condiments on offer",1]
[264,15,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Service",null,"Comments"]
[265,16,"Orders taken in the correct sequence (e.g. ladies first)",1]
[266,17,"Problem-free order procedure",1]
[267,18,"Handling of personal amendment requests during the order",1]
[268,19,"Suitable waiting time",1]
[269,20,"Faultless service",1]
[270,21,"Unobstrusive clearing service",1]
[271,22,"Service presence",1]
[]
[]
[null,null,"Staff",null,"Kommentar"]
[272,23,"Attendance",1]
[273,24,"Greeting",1]
[274,25,"Cordiality, friendliness",1]
[275,26,"Appearance of the stafff (e.g. uniform and name tag)",1]
[276,27,"Competency",1]
[277,28,"Attention (e.g. eye contact)",1]
[278,29,"Attention to detail",1]
[279,30,"Efficiency (speed, flexibility)",1]
[280,31,"Readiness to help",1]
[281,32,"Clear, easy to understand pronounciation",1]
[]
[]
[]
[null,null,"Breakfast buffet",null,"Comments"]
[282,33,"Appealing presentation",1]
[283,34,"Selection suiting the standard",1]
[284,35,"Full selection at all times",1]
[285,36,"Quality",1]
[286,37,"Freshness",1]
[287,38,"Clean and tidy",1]
[288,39,"à la carte offers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D424:D477)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D479*B477","v":9.7014925373134329}]
[null,null,"Points total",{"$f":"D479*D478","v":9.7014925373134329}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"10. Room service"]
[null,null,null,null,"Comments"]
[289,1,"Order taken correctly",1]
[290,2,"Suitable waiting time",1]
[291,3,"Faultless service",1]
[292,4,"Arrangement / presentation",1]
[293,5,"Quality",1]
[294,6,"Freshness",1]
[295,7,"Temperature suitable for the food",1]
[296,8,"Selection suiting the standard",1]
[297,9,"Full selection at all times",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[298,10,"Greeting",1]
[299,11,"Cordiality, friendliness",1]
[300,12,"Appearance of the stafff (e.g. uniform and name tag)",1]
[301,13,"Competency",1]
[302,14,"Attention (e.g. eye contact)",1]
[303,15,"Attention to detail",1]
[304,16,"Efficiency (speed, flexibility)",1]
[305,17,"Readiness to help",1]
[306,18,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D488:D509)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D511*B509","v":4.477611940298508}]
[null,null,"Points total",{"$f":"D511*D510","v":4.477611940298508}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"11. Hotel bar"]
[]
[null,null,"First impression",null,"Comments"]
[307,1,"Attentive greeting",1]
[308,2,"Corresponding ambience (e.g. background music)",1]
[309,3,"Suitable room decorations",1]
[310,4,"Pleasant room climate",1]
[311,5,"Pleasant temperature",1]
[312,6,"Suitable lighting",1]
[313,7,"Pleasant room layout",1]
[314,8,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Bar service",null,"Comments"]
[315,9,"Menu handed over open",1]
[316,10,"Menu clean and in a faultless condition",1]
[317,11,"Matching layout of the (snacks and) drinks menu",1]
[318,12,"Orders taken in the correct sequence (e.g. ladies first)",1]
[319,13,"Problem-free order procedure",1]
[320,14,"Handling of personal amendment requests during the order",1]
[321,15,"Bar snacks on offer (e.g. peanuts, olives)",1]
[322,16,"Suitable waiting time",1]
[323,17,"Product quality",1]
[324,18,"Product freshness",1]
[325,19,"Product presentation",1]
[326,20,"Faultless service",1]
[327,21,"Unobtrusive clearing service",1]
[328,22,"Service presence",1]
[329,23,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[330,24,"Attendance",1]
[331,25,"Greeting",1]
[332,26,"Cordiality, friendliness",1]
[333,27,"Appearance of the stafff (e.g. uniform and name tag)",1]
[334,28,"Competency",1]
[335,29,"Attention (e.g. eye contact)",1]
[336,30,"Attention to detail",1]
[337,31,"Efficiency (speed, flexibility)",1]
[338,32,"Readiness to help",1]
[339,33,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D521:D561)","v":33}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D563*B561","v":8.2089552238805972}]
[null,null,"Points total",{"$f":"D563*D562","v":8.2089552238805972}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"12. Public area"]
[]
[null,null,"General impression",null,"Comments"]
[340,1,"Room climate (odour)",1]
[341,2,"Room temperature",1]
[342,3,"Suffient lighting",1]
[343,4,"Ambience / atmosphere ",1]
[344,5,"Furniture of an appropriate quality",1]
[345,6,"Clean and tidy",1]
[346,7,"Matching decorations (e.g. fresh flowers, display cabinets)",1]
[347,8,"Generous seating area for guests",1]
[]
[]
[]
[null,null,"General impression in the individual areas",null,"Comments"]
[348,9,"Lobby",1]
[349,10,"Reception",1]
[350,11,"Corridors",1]
[351,12,"Sanitary areas",1]
[352,13,"Lifts",1]
[null,null,"Number of criteria met",{"$f":"SUM(D573:D589)","v":13}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D591*B589","v":3.2338308457711444}]
[null,null,"Points total",{"$f":"D591*D590","v":3.2338308457711444}]
[]
[null,null,"Comments"]
[]
[]
[]
[null,null,"13. Conference and meeting area"]
[]
[null,null,"Conference and meeting area",null,"Comments"]
[353,1,"Sufficiently signposted",1]
[354,2,"Infrastructure (technical equipment)",1]
[355,3,"Faultless condition",1]
[356,4,"Cleanliness",1]
[357,5,"Appropriate ambience",1]
[358,6,"Suitable room decoration",1]
[359,7,"Pleasant room atmosphere",1]
[360,8,"Pleasant temperature",1]
[361,9,"Suitable lighting",1]
[362,10,"Pleasant room layout",1]
[363,11,"Appropriate furniture",1]
[364,12,"Food and drinks service",1]
[]
[]
[]
[null,null,"Staff in the conference and meeting area",null,"Comments"]
[365,13,"Attendance",1]
[366,14,"Greeting",1]
[367,15,"Cordiality, friendliness",1]
[368,16,"Appearance of the stafff (e.g. uniform and name tag)",1]
[369,17,"Competency",1]
[370,18,"Attention (e.g. eye contact)",1]
[371,19,"Attention to detail",1]
[372,20,"Efficiency (speed, flexibility)",1]
[373,21,"Readiness to help",1]
[374,22,"Clear, easy to understand pronounciation",1]
[375,23,"Discretion",1]
[null,null,"Number of criteria met",{"$f":"SUM(D602:D628)","v":23}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D630*B628","v":5.721393034825871}]
[null,null,"Points total",{"$f":"D630*D629","v":5.721393034825871}]
[]
[null,null,"Comments"]
[]
[]
[]
[null,null,"14. Other available services"]
[null,null,null,null,"Comments"]
[376,1,"Secure luggage storage (e.g. for arriving and departing guests)",1]
[377,2,"Availability of umbrellas",1]
[378,3,"Ticket sales and service",1]
[379,4,"Shuttle bus or limousine service",1]
[380,5,"Secretary service",1]
[381,6,"Complaints management",1]
[382,7,"Systematic guest surveys",1]
[383,8,"Feedback forums (e.g. guest book, internet)",1]
[384,9,"Babysitter available on request",1]
[null,null,"Number of criteria met",{"$f":"SUM(D640:D648)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D650*B648","v":2.238805970149254}]
[null,null,"Points total",{"$f":"D650*D649","v":2.238805970149254}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"15. Check-out"]
[]
[null,null,"Front office staff",null,"Comments"]
[385,1,"Attendance",1]
[386,2,"Cordiality, friendliness",1]
[387,3,"Appearance of the stafff (e.g. uniform and name tag)",1]
[388,4,"Competency",1]
[389,5,"Knowledge of foreign langauges",1]
[390,6,"Attentiveness",1]
[391,7,"Attention to detail",1]
[392,8,"Efficiency (speed, flexibility)",1]
[393,9,"Readiness to help",1]
[394,10,"Clear, easy to understand pronounciation",1]
[395,11,"Guest addressed by name",1]
[396,12,"Luggage service offered",1]
[]
[]
[]
[null,null,"Check-out process",null,"Comment"]
[397,13,"Prepared invoice",1]
[398,14,"Correct invoicing and explanation",1]
[399,15,"Invoice preparation and handover (e.g. in an envelope)",1]
[400,16,"Flexible means of payment (e.g. credit cards) ",1]
[401,17,"Goodbye",1]
[402,18,"Post-support for the departing guest (request only)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D660:D681)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D697","v":0.24875621890547264}]
[null,null,"Maximal total",{"$f":"D683*B681","v":4.477611940298508}]
[null,null,"Points total",{"$f":"D683*D682","v":4.477611940298508}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"Maximum total",{"$f":"D48+D81+D109+D128+D190+D291+D325+D415+D480+D512+D564+D592+D631+D651+D684","v":99.999999999999972}]
[null,null,"of which the following are to be reached"]
[null,null,"3*S ",0.65]
[null,null,"4*S ",0.75]
[null,null,"5* ",0.85]
[null,null,"5*S ",0.9]
[]
[null,null,"100/402=",{"$f":"100/A681","v":0.24875621890547264}]
[]
[null,null,"Total achieved",{"$f":"D49+D82+D110+D129+D191+D292+D326+D416+D481+D513+D565+D593+D632+D652+D685","v":99.999999999999972}]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[]
[null,null,"Contact details for further information:"]
[null,null,"                                Matthias Koch / Katrin Muhr / Nina Pavicevic / Andrea Gloser"]
[null,null,"                                Fachverband Hotellerie"]
[null,null,"                                Wiedner Hauptstraße 63"]
[null,null,"                                1045 Vienna / Austria"]
[null,null,"                                T: +43(0)590900/3554    F: +43(0)590900/3568"]
[null,null,"                                E: hotelsterne@wko.at"]
[]
[]
[null,null,"Vienna, 13.10.2010"]

{"sheet":"no add-on","index":9,"n_rows":703,"n_cols":5,"rows_kept":703,"cut":false,"hidden":false,"merged":[[615,2,615,4],[648,2,648,4],[328,2,328,4],[418,2,418,4],[483,2,483,4],[515,2,515,4],[567,2,567,4],[595,2,595,4],[294,2,294,4],[51,2,51,4],[84,2,84,4],[112,2,112,4],[131,2,131,4],[193,2,193,4]]}
[]
[]
[]
[]
[]
[]
[null,null,"                 Austrian Professional Hotel Association"]
[]
[]
[]
[null,null,"             Questionnaire Mystery Guest check"]
[]
[]
[]
[]
[]
[]
[null,null,"                                              Working document, 13.10.2010"]
[]
[]
[]
[]
[]
[null,null,"This is a list of the necessary test criteria for companies which want to carry out a mystery test within the scope of the Austrian hotel classification. The steering commission or the Austrian Professional Hotel Association, respectively, will make the final decision about the company's listing after checking the prerequisites."]
[]
[null,null,"positively met criteria",1]
[null,null,"negatively met criteria",0]
[]
[]
[null,null,"1. Website"]
[null,null,null,null,"Comments"]
[1,1,"Clear website address",1]
[2,2,"All links working",1]
[3,3,"Clear arrangement",1]
[4,4,"Search function",1]
[5,5,"Integrated guest feedback",1]
[6,6,"Typing, spelling and grammar errors",1]
[7,7,"Informative, realistic presence with hotel pictures",1]
[8,8,"Up-to-date",1]
[9,9,"Legal information",1]
[10,10,"English translation",1]
[11,11,"Contact details (e-mail, telephone, etc.)",1]
[12,12,"Online booking on own website ",1]
[13,13,"Directions / Map",1]
[14,14,"General Terms and Conditions or cancellation conditions available",1]
[null,null,"Number of criteria met",{"$f":"SUM(D32:D45)","v":14}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximum total",{"$f":"D47*B45","v":3.6939313984168867}]
[null,null,"Points total",{"$f":"D46*D47","v":3.6939313984168867}]
[]
[null,null,"Comments"]
[]
[null,null,"2. E-mail and mail"]
[]
[null,null,"Response to your e-mail request, ",null,"Comments"]
[15,1,"Within … hours of the request (3*S - 12; 4*S - 8; 5*/5*S - 4)",1]
[16,2,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[17,3,"Information content (e.g. additional offers)",1]
[18,4,"Individual processing ",1]
[19,5,"In case of an offer: details about the cancellation conditions",1]
[]
[]
[]
[null,null,"Reservation confirmation (e-mail, fax) as as response to your booking",null,"Comments"]
[20,6,"Within … hours of the reservation (3*S - 24; 4*S - 12; 5*/5*S - 8)",1]
[21,7,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[22,8,"Information content (including the current directions / map) ",1]
[23,9,"Information about the cancellation conditions",1]
[]
[]
[]
[null,null,"Documents sent by post",null,"Comments"]
[24,10,"Delivery within 3 working days",1]
[25,11,"Cover letter",1]
[26,12,"Quality (writing style, choice of words, correct form of address, spelling) ",1]
[27,13,"Information content (e.g. additional offers), ",1]
[28,14,"Individual processing",1]
[29,15,"Corresponding qualitative documents and leaflets",1]
[null,null,"Number of criteria met",{"$f":"SUM(D56:D78)","v":15}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximum total",{"$f":"D80*B78","v":3.9577836411609497}]
[null,null,"Points total",{"$f":"D80*D79","v":3.9577836411609497}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"3. Telephone"]
[null,null,null,null,"Comments"]
[30,1,"Waiting time (3*S - 1 min.; 4*S - 30 seconds; 5*/5*S - 15 seconds)",1]
[31,2,"Text or sound recordings during the waiting time",1]
[32,3,"Cordiality",1]
[33,4,"Clear voice and pronounciation",1]
[34,5,"Addressed by name",1]
[35,6,"All data compiled (e.g. address, telephone, e-mail request)",1]
[36,7,"Professional competency",1]
[37,8,"Arrival and departure dates repeated and confirmed",1]
[38,9,"Information about categories",1]
[39,10,"Information about prices",1]
[40,11,"Information about forms of payment",1]
[41,12,"Information about services",1]
[42,13,"Information about check-in times",1]
[43,14,"Information about additional offers",1]
[44,15,"Arrival directions",1]
[45,16,"Offer of a provisional booking",1]
[46,17,"Reference to the cancellation conditions",1]
[47,18,"Friendly goodbye and thanks",1]
[null,null,"Number of criteria met",{"$f":"SUM(D89:D106)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximum total",{"$f":"D108*B106","v":4.7493403693931402}]
[null,null,"Points total",{"$f":"D108*D107","v":4.7493403693931402}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"4. Arrival and outdoor facilities"]
[null,null,null,null,"Comments"]
[48,1,"Easy to find (e.g. signposted)",1]
[49,2,"Access options",1]
[50,3,"Parking spaces",1]
[51,4,"Garage parking spaces",1]
[52,5,"Lighting",1]
[53,6,"Luggage service",1]
[54,7,"Easy orientation",1]
[55,8,"Cleanliness and condition",1]
[56,9,"Parking service (e.g. doorman, valet)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D117:D125)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximum total",{"$f":"D127*B125","v":2.3746701846965701}]
[null,null,"Points total",{"$f":"D127*D126","v":2.3746701846965701}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"5. Check-in"]
[]
[null,null,"Reception",null,"Comments"]
[57,1,"Room climate (odour)",1]
[58,2,"Room temperature",1]
[59,3,"Sufficient lighting",1]
[60,4,"Ambience/atmosphere",1]
[61,5,"Furniture of an appropriate quality",1]
[62,6,"Clean and tidy",1]
[63,7,"Matching decorations",1]
[64,8,"Generous seating area for guests",1]
[65,9,"Appearance of the check-in area (front office - clean and tidy)",1]
[]
[]
[]
[null,null,"Front office staff",null,"Comments"]
[66,10,"Attendance",1]
[67,11,"Greeting (e.g. welcome drink)",1]
[68,12,"Cordiality and friendliness",1]
[69,13,"Appearance of the employees (e.g. uniform, name tag)",1]
[70,14,"Professional competency",1]
[71,15,"Knowledge of foreign languages",1]
[72,16,"Attentiveness",1]
[73,17,"Attention to detail",1]
[74,18,"Efficiency (speed and flexibility)",1]
[75,19,"Readiness to help",1]
[76,20,"Clear, easy to understand pronounciation ",1]
[77,21,"Guest addressed by name",1]
[78,22,"Pre-prepared registration form",1]
[79,23,"Luggage service offered",1]
[80,24,"Offer of escorting to the room",1]
[81,25,"General site information offered or provided",1]
[82,26,"Pleasant stay wished",1]
[]
[]
[]
[null,null,"Escort to the room",null,"Comments"]
[83,27,"Appearance of the employee",1]
[84,28,"Friendliness, conversation",1]
[]
[]
[]
[null,null,"Room information",null,"Comments"]
[85,29,"Indication of the main switch (for power in the room) ",1]
[86,30,"Indication of the heating or air-conditioning",1]
[87,31,"Telephone (written information sufficient)",1]
[88,32,"Telephone book or numbers (for room service) - written information sufficient",1]
[89,33,"Minibar (written information sufficient)",1]
[90,34,"Safe (written information sufficient)",1]
[91,35,"Laundry service (written information sufficient)",1]
[92,36,"Ironing service (written information sufficient)",1]
[93,37,"Opening hours of the restaurant and bar (written information sufficient)",1]
[94,38,"Breakfast times (written information sufficient)",1]
[95,39,"Reception available 24 hours and attended for … hours (3*S - 14; 4*S - 18; 5*/5*S - 24)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D137:D187)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximum total",{"$f":"D189*B187","v":10.29023746701847}]
[null,null,"Points total",{"$f":"D189*D188","v":10.29023746701847}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"6. Rooms"]
[]
[null,null,"First impression and general character",null,"Comments"]
[96,1,"Room climate (fresh odour)",1]
[97,2,"Pleasant temperature",1]
[98,3,"Atmosphere (well-being)",1]
[99,4,"Noise level (quiet)",1]
[100,5,"Corresponding furniture",1]
[101,6,"Cleanliness",1]
[102,7,"Welcome letter / card",1]
[103,8,"Greeting (e.g. flours, fruit, confectionary ...) ",1]
[104,9,"Door lock working properly",1]
[]
[]
[]
[null,null,"The bed",null,"Comments"]
[105,10,"Suitable for the hotel standard",1]
[106,11,"Quality of the bed sheets is appropriate",1]
[107,12,"Mattress/lying comfort ",1]
[108,13,"Bed sheets suitable for the time of year",1]
[109,14,"Additional pillows available on request",1]
[110,15,"Additional bed sheets available on request",1]
[111,16,"Two pillows per guest",1]
[112,17,"Selection of different pillows (e.g. anti-allergy)",1]
[]
[null,null,"Furniture",null,"Comments"]
[113,18,"Quality and condition of the curtains",1]
[114,19,"Darkening possible with the curtains",1]
[115,20,"Switches and sockets easy to reach",1]
[116,21,"Defect-free walls",1]
[117,22,"Defect-free lighting",1]
[118,23,"Defect-free furniture",1]
[119,24,"Suitable number of uniform hangers (no wire hangers)",1]
[120,25,"Spacious storage area",1]
[121,26,"Spacious hanging area in the wardrobes",1]
[]
[]
[]
[null,null,"Equipment and services",null,"Comments"]
[122,27,"Radio and TV programs properly set",1]
[123,28,"List of programs available",1]
[124,29,"Current television guide displayed",1]
[125,30,"Writing folder with writing utensils ",1]
[126,31,"Telephone with the option of make internal and external calls",1]
[127,32,"Multi-lingual operating instructions for the telephone",1]
[128,33,"Writing pad and pencil next to the phone",1]
[129,34,"Working modem connection (or equivalent Internet connection available for the guest)",1]
[130,35,"Internet connection in the room (wireless or plug-in)",1]
[131,36,"PC with internet available in the room on request",1]
[132,37,"Proper functioning of all electrical equipment (e.g. lights, TV and hair dryer)",1]
[133,38,"Safe in the room",1]
[134,39,"Alarm (or an alarm function on the TV or telephone)",1]
[135,40,"Alternative alarm service (reliability, friendliness)",1]
[136,41,"\"Do not disturb/please clean\" sign available",1]
[137,42,"Condition and up-to-date status of the information folder",1]
[138,43,"Safety instructions (e.g. fire protection, emergency escape routes) visible",1]
[139,44,"Room prices on display or in the information folder",1]
[140,45,"Guest mazagine laid out",1]
[141,46,"Newspaper and magazine service",1]
[142,47,"Service manual",1]
[143,48,"Multi-lingual service manual",1]
[144,49,"At least two drinking glasses on coasters (e.g. serviettes)",1]
[145,50,"Drinks from room service",1]
[146,51,"Food from room service ",1]
[147,52,"Breakfest menu from room service",1]
[148,53,"Laundry service",1]
[149,54,"Ironing service",1]
[150,55,"Sewing service",1]
[151,56,"Shoe shining service",1]
[]
[]
[]
[null,null,"Bathroom",null,"Comments"]
[152,57,"Atmosphere (feeling of well-being)",1]
[153,58,"Corresponding equipment",1]
[154,59,"Brightness",1]
[155,60,"Proper hygiene and cleanliness",1]
[156,61,"Floor in the shower / bath made of non-slip material",1]
[157,62,"Easy to use taps",1]
[158,63,"One clean toothbrush glass per person",1]
[159,64,"At least one good quality hand towel per person",1]
[160,65,"At least one good quality bath towel per person",1]
[161,66,"Textile bath mat",1]
[162,67,"Hair dryer",1]
[163,68,"Selection of guest supplies (e.g. shower gel, soap and facial tissues)",1]
[164,69,"Quality of the guest supplies (e.g. shower gel, soap and facial tissues)",1]
[165,70,"Good quality bathrobe for each person",1]
[166,71,"House shoes or slippers",1]
[167,72,"Modern functioning set of bathroom scales",1]
[168,73,"Sufficient lighting of the shaving or make-up mirror",1]
[169,74,"Sufficient storage area",1]
[170,75,"Spare toilet roll",1]
[171,76,"Clean and hygienic waste containers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D199:D288)","v":76}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximal total",{"$f":"D290*B288","v":20.052770448548813}]
[null,null,"Points total",{"$f":"D290*D289","v":20.052770448548813}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"7. Housekeeping"]
[]
[null,null,"General",null,"Comments"]
[172,1,"Cleanliness and state of the room",1]
[173,2,"Cleanliness and state of the room furniture",1]
[174,3,"Cleanliness and state of the bathroom",1]
[175,4,"Cleanliness and state of the bathroom furniture",1]
[176,5,"Cleanliness and state of the terrace / balcony",1]
[177,6,"Cleanliness and state of the public areas (e.g. corridors, spa and leisure facilities)",1]
[178,7,"Well-stocked mini bar",1]
[179,8,"Daily change of bedsheets on request",1]
[180,9,"Daily change of hand towels, bath towels and bath mats or a reference to the possibility",1]
[181,10,"Daily emptying of rubbish bins",1]
[182,11,"Cleanliness and state of the bed",1]
[183,12,"Evening turndown service as an additional room check",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[184,13,"Appearance of the staff (e.g. uniform and name tag)",1]
[185,14,"Attentiveness",1]
[186,15,"Attention to detail",1]
[187,16,"Cordiality, friendliness",1]
[188,17,"Efficiency (speed, flexibility)",1]
[189,18,"Readiness to help",1]
[190,19,"Clear, easy to understand pronounciation ",1]
[null,null,"Number of criteria met",{"$f":"SUM(D300:D322)","v":19}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximal total",{"$f":"D324*B322","v":5.0131926121372032}]
[null,null,"Points total",{"$f":"D324*D323","v":5.0131926121372032}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"8. Restaurant"]
[]
[null,null,"First impression",null,"Comments"]
[191,1,"Attentive greeting",1]
[192,2,"Corresponding ambience (e.g. background music)",1]
[193,3,"Suitable room decorations",1]
[194,4,"Pleasant room climate (e.g. no smell of smoke, free of kitchen smells) ",1]
[195,5,"Pleasant temperature",1]
[196,6,"Suitable lighting",1]
[197,7,"Escort to the table",1]
[198,8,"Seat request taken into account",1]
[199,9,"Pleasant room layout (e.g. distance between tables)",1]
[200,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Service, Restaurant",null,"Comments"]
[201,11,"Menu / wine card handed over open",1]
[202,12,"Menu / wine card clean and in flawless condition",1]
[203,13,"Coordinated layout of the menu and wine card",1]
[204,14,"Aperitif actively offered",1]
[205,15,"Orders taken in the correct sequence (e.g. ladies first)",1]
[206,16,"Problem-free order procedure",1]
[207,17,"Handling of personal amendment requests during the order",1]
[208,18,"Fresh roll with butter or spread",1]
[209,19,"Cutlery to suit the order (e.g. fish knife)",1]
[210,20,"Suitable waiting time",1]
[211,21,"Faultless service",1]
[212,22,"Individual courses served at the same time",1]
[213,23,"Unobstrusive clearing service",1]
[214,24,"Service presence",1]
[215,25,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Wine service",null,"Comments"]
[216,26,"Appropriate wine selection",1]
[217,27,"Attractive wine recommendations",1]
[218,28,"Offer of water",1]
[219,29,"Wine presentation (opening, tasting, temperature …) ",1]
[220,30,"Orders taken in the correct sequence (e.g. ladies first)",1]
[221,31,"Digestif recommendation",1]
[222,32,"Competency of the staff",1]
[]
[]
[]
[null,null,"Food",null,"Comments"]
[223,33,"Diversity",1]
[224,34,"Presentation",1]
[225,35,"Taste",1]
[226,36,"Temperature",1]
[227,37,"Suitable portion sizes",1]
[228,38,"Creativity of the cooking",1]
[229,39,"Quality and freshness",1]
[230,40,"Harmony of the cooking",1]
[231,41,"Cheese selection",1]
[232,42,"Bread selection",1]
[233,43,"Order recommendations",1]
[234,44,"Coffee and tea service (e.g. petit fours, sugar)",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[235,45,"Clean and matching table linen",1]
[236,46,"Matching table decoration (e.g. lit candles)",1]
[237,47,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[238,48,"Diversity of the condiments on offer",1]
[239,49,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[240,50,"Attendance",1]
[241,51,"Greeting",1]
[242,52,"Cordiality, friendliness",1]
[243,53,"Appearance of the stafff (e.g. uniform and name tag)",1]
[244,54,"Competency (e.g. knowledge of dishes/wines)",1]
[245,55,"Attention (e.g. eye contact)",1]
[246,56,"Attention to detail",1]
[247,57,"Efficiency (speed, flexibility)",1]
[248,58,"Readiness to help",1]
[249,59,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D334:D412)","v":59}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximal total",{"$f":"D414*B412","v":15.567282321899736}]
[null,null,"Points total",{"$f":"D414*D413","v":15.567282321899736}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"9. Breakfast"]
[]
[null,null,"First impression",null,"Comments"]
[250,1,"Attentive greeting",1]
[251,2,"Appropriate ambience (e.g. background music)",1]
[252,3,"Suitable room decorations",1]
[253,4,"Pleasant room climate (e.g. no smell of smoke, free of smells from the kitchen) ",1]
[254,5,"Pleasant temperature",1]
[255,6,"Suitable lighting",1]
[256,7,"Escort to the table",1]
[257,8,"Seat request taken into account",1]
[258,9,"Pleasant room layout (e.g. distance between tables)",1]
[259,10,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Table",null,"Comments"]
[260,11,"Clean and matching table linen",1]
[261,12,"Matching table decoration (e.g. lit candles)",1]
[262,13,"Cleanliness and quality of the place setting (e.g. glasses, plates, cutlery and serviettes) ",1]
[263,14,"Diversity of the condiments on offer",1]
[264,15,"Quality of the condiments on offer (e.g. cleanliness, freshness)",1]
[]
[]
[]
[null,null,"Service",null,"Comments"]
[265,16,"Orders taken in the correct sequence (e.g. ladies first)",1]
[266,17,"Problem-free order procedure",1]
[267,18,"Handling of personal amendment requests during the order",1]
[268,19,"Suitable waiting time",1]
[269,20,"Faultless service",1]
[270,21,"Unobstrusive clearing service",1]
[271,22,"Service presence",1]
[]
[]
[null,null,"Staff",null,"Kommentar"]
[272,23,"Attendance",1]
[273,24,"Greeting",1]
[274,25,"Cordiality, friendliness",1]
[275,26,"Appearance of the stafff (e.g. uniform and name tag)",1]
[276,27,"Competency",1]
[277,28,"Attention (e.g. eye contact)",1]
[278,29,"Attention to detail",1]
[279,30,"Efficiency (speed, flexibility)",1]
[280,31,"Readiness to help",1]
[281,32,"Clear, easy to understand pronounciation",1]
[]
[]
[]
[null,null,"Breakfast buffet",null,"Comments"]
[282,33,"Appealing presentation",1]
[283,34,"Selection suiting the standard",1]
[284,35,"Full selection at all times",1]
[285,36,"Quality",1]
[286,37,"Freshness",1]
[287,38,"Clean and tidy",1]
[288,39,"à la carte offers",1]
[null,null,"Number of criteria met",{"$f":"SUM(D424:D477)","v":39}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximal total",{"$f":"D479*B477","v":10.29023746701847}]
[null,null,"Points total",{"$f":"D479*D478","v":10.29023746701847}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"10. Room service"]
[null,null,null,null,"Comments"]
[289,1,"Order taken correctly",1]
[290,2,"Suitable waiting time",1]
[291,3,"Faultless service",1]
[292,4,"Arrangement / presentation",1]
[293,5,"Quality",1]
[294,6,"Freshness",1]
[295,7,"Temperature suitable for the food",1]
[296,8,"Selection suiting the standard",1]
[297,9,"Full selection at all times",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[298,10,"Greeting",1]
[299,11,"Cordiality, friendliness",1]
[300,12,"Appearance of the stafff (e.g. uniform and name tag)",1]
[301,13,"Competency",1]
[302,14,"Attention (e.g. eye contact)",1]
[303,15,"Attention to detail",1]
[304,16,"Efficiency (speed, flexibility)",1]
[305,17,"Readiness to help",1]
[306,18,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D488:D509)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximal total",{"$f":"D511*B509","v":4.7493403693931402}]
[null,null,"Points total",{"$f":"D511*D510","v":4.7493403693931402}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"11. Hotel bar"]
[]
[null,null,"First impression",null,"Comments"]
[307,1,"Attentive greeting",1]
[308,2,"Corresponding ambience (e.g. background music)",1]
[309,3,"Suitable room decorations",1]
[310,4,"Pleasant room climate",1]
[311,5,"Pleasant temperature",1]
[312,6,"Suitable lighting",1]
[313,7,"Pleasant room layout",1]
[314,8,"Appropriate furniture",1]
[]
[]
[]
[null,null,"Bar service",null,"Comments"]
[315,9,"Menu handed over open",1]
[316,10,"Menu clean and in a faultless condition",1]
[317,11,"Matching layout of the (snacks and) drinks menu",1]
[318,12,"Orders taken in the correct sequence (e.g. ladies first)",1]
[319,13,"Problem-free order procedure",1]
[320,14,"Handling of personal amendment requests during the order",1]
[321,15,"Bar snacks on offer (e.g. peanuts, olives)",1]
[322,16,"Suitable waiting time",1]
[323,17,"Product quality",1]
[324,18,"Product freshness",1]
[325,19,"Product presentation",1]
[326,20,"Faultless service",1]
[327,21,"Unobtrusive clearing service",1]
[328,22,"Service presence",1]
[329,23,"Attention upon leaving",1]
[]
[]
[]
[null,null,"Staff",null,"Comments"]
[330,24,"Attendance",1]
[331,25,"Greeting",1]
[332,26,"Cordiality, friendliness",1]
[333,27,"Appearance of the stafff (e.g. uniform and name tag)",1]
[334,28,"Competency",1]
[335,29,"Attention (e.g. eye contact)",1]
[336,30,"Attention to detail",1]
[337,31,"Efficiency (speed, flexibility)",1]
[338,32,"Readiness to help",1]
[339,33,"Clear, easy to understand pronounciation",1]
[null,null,"Number of criteria met",{"$f":"SUM(D521:D561)","v":33}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximal total",{"$f":"D563*B561","v":8.7071240105540895}]
[null,null,"Points total",{"$f":"D563*D562","v":8.7071240105540895}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"12. Public area"]
[]
[null,null,"General impression",null,"Comments"]
[340,1,"Room climate (odour)",1]
[341,2,"Room temperature",1]
[342,3,"Suffient lighting",1]
[343,4,"Ambience / atmosphere ",1]
[344,5,"Furniture of an appropriate quality",1]
[345,6,"Clean and tidy",1]
[346,7,"Matching decorations (e.g. fresh flowers, display cabinets)",1]
[347,8,"Generous seating area for guests",1]
[]
[]
[]
[null,null,"General impression in the individual areas",null,"Comments"]
[348,9,"Lobby",1]
[349,10,"Reception",1]
[350,11,"Corridors",1]
[351,12,"Sanitary areas",1]
[352,13,"Lifts",1]
[null,null,"Number of criteria met",{"$f":"SUM(D573:D589)","v":13}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximal total",{"$f":"D591*B589","v":3.4300791556728232}]
[null,null,"Points total",{"$f":"D591*D590","v":3.4300791556728232}]
[]
[null,null,"Comments"]
[]
[]
[]
[null,null,"13. Other available services"]
[null,null,null,null,"Comments"]
[353,1,"Secure luggage storage (e.g. for arriving and departing guests)",1]
[354,2,"Availability of umbrellas",1]
[355,3,"Ticket sales and service",1]
[356,4,"Shuttle bus or limousine service",1]
[357,5,"Secretary service",1]
[358,6,"Complaints management",1]
[359,7,"Systematic guest surveys",1]
[360,8,"Feedback forums (e.g. guest book, internet)",1]
[361,9,"Babysitter available on request",1]
[null,null,"Number of criteria met",{"$f":"SUM(D601:D609)","v":9}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximal total",{"$f":"D611*B609","v":2.3746701846965701}]
[null,null,"Points total",{"$f":"D611*D610","v":2.3746701846965701}]
[]
[null,null,"Comments"]
[]
[]
[null,null,"14. Check-out"]
[]
[null,null,"Front office staff",null,"Comments"]
[362,1,"Attendance",1]
[363,2,"Cordiality, friendliness",1]
[364,3,"Appearance of the stafff (e.g. uniform and name tag)",1]
[365,4,"Competency",1]
[366,5,"Knowledge of foreign langauges",1]
[367,6,"Attentiveness",1]
[368,7,"Attention to detail",1]
[369,8,"Efficiency (speed, flexibility)",1]
[370,9,"Readiness to help",1]
[371,10,"Clear, easy to understand pronounciation",1]
[372,11,"Guest addressed by name",1]
[373,12,"Luggage service offered",1]
[]
[]
[]
[null,null,"Check-out process",null,"Comment"]
[374,13,"Prepared invoice",1]
[375,14,"Correct invoicing and explanation",1]
[376,15,"Invoice preparation and handover (e.g. in an envelope)",1]
[377,16,"Flexible means of payment (e.g. credit cards) ",1]
[378,17,"Goodbye",1]
[379,18,"Post-support for the departing guest (request only)",1]
[null,null,"Number of criteria met",{"$f":"SUM(D621:D642)","v":18}]
[null,null,"Multiplication of the number of criteria met by",{"$f":"D660","v":0.26385224274406333}]
[null,null,"Maximal total",{"$f":"D644*B642","v":4.7493403693931402}]
[null,null,"Points total",{"$f":"D644*D643","v":4.7493403693931402}]
[]
[null,null,"Comments"]
[]
[]
[]
[]
[null,null,"Maximum total",{"$f":"D48+D81+D109+D128+D190+D291+D325+D415+D480+D512+D564+D592+D612+D645","v":100}]
[null,null,"of which the following are to be reached"]
[null,null,"3*S ",0.65]
[null,null,"4*S ",0.75]
[null,null,"5* ",0.85]
[null,null,"5*S ",0.9]
[]
[null,null,"100/379=",{"$f":"100/A642","v":0.26385224274406333}]
[]
[null,null,"Total achieved",{"$f":"D49+D82+D110+D129+D191+D292+D326+D416+D481+D513+D565+D593+D613+D646","v":100}]
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[null,null,"Contact details for further information:"]
[null,null,"                                Matthias Koch / Katrin Muhr / Nina Pavicevic / Andrea Gloser"]
[null,null,"                                Fachverband Hotellerie"]
[null,null,"                                Wiedner Hauptstraße 63"]
[null,null,"                                1045 Vienna / Austria"]
[null,null,"                                T: +43(0)590900/3554    F: +43(0)590900/3568"]
[null,null,"                                E: hotelsterne@wko.at"]
[]
[]
[null,null,"Vienna, 13.10.2010"]