经济型酒店服务手册-前厅分册.doc

2 -目录目录第一章前台接待员岗位描述 ...................................................................................................7 第一节前台接待员 ...........................................................................................................7 一隶属关系 ...............................................................................................................7 二岗位职责 ...............................................................................................................7 三工作内容 ...............................................................................................................7 四当班工作程序 .......................................................................................................8 第二章云上四季快捷酒店基础服务流程 .............................................................................10 第一节三步服务程序 .....................................................................................................10 第二节待客礼仪 10-5FL ................................................................................................10 第三节注目礼标准 .........................................................................................................11 第四节欠身标准 .............................................................................................................11 第五节接听的礼仪 .................................................................................................11 第三章业务流程标准 .............................................................................................................12 第一节散客预订 .............................................................................................................12 一操作步骤 .............................................................................................................12 二操作标准 .............................................................................................................12 三注意事项 .............................................................................................................13 四话术实例 .............................................................................................................13 第二节中介预订 .............................................................................................................15 一操作步骤 .............................................................................................................15 二操作标准 .............................................................................................................15 第三节散客入住 .............................................................................................................16 一操作步骤 .............................................................................................................16 二操作标准 .............................................................................................................17 三注意事项 .............................................................................................................18 四话术实例 .............................................................................................................18 第四节入住开门 .............................................................................................................19 一操作步骤 .............................................................................................................19 二操作标准 .............................................................................................................20 三注意事项 .............................................................................................................20 第五节续住 .....................................................................................................................21 一操作步骤 .............................................................................................................21 二操作标准 .............................................................................................................21 三注意事项 .............................................................................................................21 第六节催账 .....................................................................................................................22 一操作步骤 .............................................................................................................22 二操作标准 .............................................................................................................22 三注意事项 .............................................................................................................22 第七节挂账服务 .............................................................................................................23 一操作步骤 .............................................................................................................23 二操作标准 .............................................................................................................23 第八节离店结账。