《前厅部政策与程序》封面与目录

1、jr序程政/golden hotel policy & procedure：山）用年14 i all哥禎話店qolden hotel程序与标准索引i&dex of procedures & sta&dards编号 task no.任务taskpagep&p-f0d-001來电应答标准f-o-1-1p&p-f0d-002电话技巧f-o-2-1p&p-f0d-003叫醒服务f-o-3-1p&p-f0d-004留言服务f-o-4-1p&p-f0d-005客房电话转接f-o-5-1p&p-f0d-006行政人员电话处理f-

2、o-6-1p&p-f0d-007资料查询f-o-7-1p&p-f0d-008资料査询f-o-8-1p&p-f0d-009资料查询f-o-9-1p&p-fod-o1o免打扰服务f-o-10-1p&p-fod-o11客人动向f-o-11-1p&p-f0d-012保密服务f-o-12-1p&p-f0d-013电话过滤转接f-o-13-1p&p-f0d-014紧急电话f-o-14-1p&p-f0d-015b-a-15-1p&p-f0d-016工作交接本f-r-16-1p&p-f0d-017加床f-r-17-1p&a

3、mp;p-f0d-018房间转换f-r-18-ip&p-f0d-019h用房f-r-19-1p&p-f0d-020房价转变f-r-20-1p&p-f0d-021房态淬异f-r-21-1p&p-f0d-022f-r-22-1p&p-f0d-023f-r-23-1p&p-f0d-024f-r-24-1p&p-f0d-025f-r-25-1p&p-f0d-026f-r-26-1p&p-f0d-027客房展示f-r-27-1p&p-f0d-028住宿登记f-r-28-1编号task no.任务task页码 pagep&am

4、p;p-f0d-029赖帐行为b-d-4-1p&p-fod-o3o逃帐b-d-5-1p&p-f0d-031损坏公物b-d-6-1p&p-f0d-032客人物品受损b-d-7-1p&p-f0d-033失窃b-d-8-1p&p-f0d-034员工受伤b-d-9-1p&p-f0d-035住客伤病b-d-10-1p&p-f0d-036客人醉酒b-d-11-1p&p-f0d-037醉酒闹事b-d-12p&p-f0d-038食物中毒b-d-13-1p&p-f0d-039客房非授权进入b-d-14-1p&p-f0d-04

5、0非住客使川客房b-d-15-1p&p-f0d-041搜查客房b-d-16p&p-f0d-042被困电梯b-d-17-1p&p-f0d-043工作交接木c-a-1p&p-f0d-044加床c-a-2-1p&p-f0d-045房间转换c-a-3-1p&p-f0d-046日租c-a-4p&p-f0d-047房价转变c-a-5p&p-f0d-048厉态弟异c-a-6p&p-f0d-049客房展示c-a-7p&p-f0d-050住宿登记c-b-1p&p-f0d-051自来客入住办理c-b-2p&p-f0d-

6、052住房押金c-b-3p&p-f0d-053团体入住c-b-4p&p-f0d-054团体相关事项的办理c-b-5p&p-f0d-055老弱病残客人入住c-b-6p&p-f0d-056延住c-b-7p&p-f0d-057留言c-b-8p&p-f0d-058机场接送c-b-9编号task no.任务taskpagep&p-f0d-059排房原则c-c-1p&p-f0d-060当日排房c-c-2p&p-f0d-061提前排厉c-c-3p&p-f0d-062免费房c-d-1p&p-f0d-063自用房c-d-2p

7、&p-f0d-064冋头客/长住厉c-d-3p&p-f0d-065团体退房c-e-1p&p-f0d-066手工结帐c-e-2p&p-f0d-067信用卡核査c-e-3p&p-f0d-068付款凭证c-e-4p&p-f0d-069公司帐c-e-5p&p-f0d-070预离跟催c-e-6p&p-f0d-071帐口拒付c-e-7p&p-f0d-072团体费川漏帐c-e-8p&p-f0d-073散客漏帐c-e-9p&p-f0d-074支票结算c-e-10p&p-f0d-075帐项分离c-e-11p&

8、p-f0d-076人额短款c-e-12p&p-f0d-077电话礼仪c-f-1p&p-f0d-078接听电话c-f-2p&p-f0d-079电话准则c-f-3p&p-f0d-080客人投诉c-g-1p&p-f0d-081处理投诉的准则c-g-2p&p-f0d-082超额预订c-h-1p&p-f0d-083电脑故障c-h-2p&p-f0d-084楼层关闭c-h-3p&p-f0d-085入住前准备d-a-1-1p&p-f0d-086入住登记d-a-2-1p&p-f0d-087带房服务d-a-3p&p-f

9、0d-088电话问候d-a-4-1编号task no.任务taskpagep&p-f0d-089客梯迎送服务d-a-5-1p&p-f0d-090早餐d-a-6-1p&p-f0d-091下午茶d-a-7-1p&p-f0d-092快乐时光d-a-8p&p-f0d-093餐饮服务d-a-9p&p-f0d-094早班上下班检杏丁作d-a-10-1p&p-f0d-095中班上下班检查工作d-a-11-ip&p-f0d-096邮寄服务e-a-1p&p-f0d-097设备租赁e-a-2-1p&p-f0d-098文件装订e-a-3

10、-1p&p-f0d-099接收传宾e-a-4-1p&p-fod-1oo长途电话代拨e-a-5-1p&p-fod-1o1打字e-a-6-1p&p-f0d-102代发传貞.e-a-7-1p&p-f0d-103复印e-a-8-1p&p-f0d-104翻译服务e-a-9-1p&p-f0d-105办公室租赁e-a-10-1p&p-f0d-106來电应答标准f-a-1-1p&p-f0d-107电话技巧f-a-2p&p-f0d-108叫醒服务f-a-3-1p&p-f0d-109留言服务fa41p&p-fod-11

11、o客房电话转接f-a-5p&p-fod-lll行政人员电话处理f-a-6-1p&p-f0d-u2资料査询f-a-7p&p-fod-113电话号码查询f-a-8p&p-f0d-114电话机失灵f-a-9-1p&p-fod-115免打扰服务f-a-10-1p&p-fod-116客人动向f-a-11-1p&p-fod-117保密服务f-a-12p&p-fod-118电话过滤转接f-a-13-1编号task no.任务taskpagep&p-f0d-119寻呼服务f-a-14p&p-f0d-120紧急电话f-a-15p&a

12、mp;p-fod-121带房程序g-a-1-1p&p-fod-122团体入住g-a-2-1p&p-fod-123换房g-a-3-1p&p-f0d-124散客离居g-b-1-1p&p-fod-125团体离店g-b-2-1p&p-fod-126行李处理g-c-1p&p-fod-127行李寄存g-c-2-1p&p-fod-128行李提取g-c-3-1p&p-f0d-129行李房管理g-c-4p&p-f0d-130行李房g-c-5-1p&p-fod-131行李房钥匙g-c-6p&p-fod-132邮包/挂号信投寄g-d-1-1p&p-fod-133包裹/挂号信领取g-d-2-1p&p-f0d-134邮件管理g-d-3p&p-fod-135报纸/邮件/留言的传送g-d-4p&p-fod-136派送程序g-e-1p&p-fod-137酒丿占门前工作g-e-2p&p-fod-138门僮服务g-e-3-1p&p-fod-139旗帜升降g-e-4p&p-f0d-140店外修理服务g-e-5p&p-f0d