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1、7天連鎖酒店前臺(tái)崗位手冊(cè)2013-04-15版目錄第一章崗位概述..................................................................4一、崗位職責(zé).................................................................4二、工作內(nèi)容.................................................................4第二章應(yīng)知應(yīng)會(huì)..................
2、................................................7一、服務(wù)規(guī)范.................................................................7二、酒店周邊信息.............................................................8三、酒店內(nèi)部信息.............................................................9四、酒店推出優(yōu)
3、惠措施的內(nèi)容...................................................9五、商務(wù)服務(wù)項(xiàng)目收費(fèi)標(biāo)準(zhǔn)....................................................10六、會(huì)員服務(wù)................................................................10七、前臺(tái)銷售技巧............................................................13八、
4、前臺(tái)所用系統(tǒng)............................................................13九、前臺(tái)所用設(shè)備............................................................16十、前臺(tái)常用英語............................................................16十一、識(shí)別證件、信用卡、人民幣.............................................
5、.17十二、POS機(jī)的介紹..........................................................18十三、消防知識(shí)、滅火器的使用................................................19十四、突發(fā)事件的應(yīng)急處理....................................................19第三章規(guī)章制度..........................................................
6、......31一、入住登記制度............................................................31二、房費(fèi)加收制度............................................................31三、醫(yī)藥箱管理制度..........................................................32四、申購、盤點(diǎn)物品制度........................................
7、..............32五、安全制度................................................................321、房卡管理制度.......................................................322、資料卡管理制度.....................................................323、鑰匙管理制度...........................................
8、............334、對(duì)講機(jī)管理制度.....................................................34六、財(cái)務(wù)制度........................................
