Traditional Culture Encyclopedia - Traditional culture - Catalogue of books on front office service and management in tourist hotels
Catalogue of books on front office service and management in tourist hotels
Present situation and task analysis of the first stage
The second front desk organization structure and job responsibilities
The third front desk environment and service requirements
Quality requirements of staff in the fourth front hall
Training program +0- 1
Training program 1-2
Case study 1- 1
Case study 1-2
Case study 1-3
Comprehensive training
Chapter II Room Reservation
Section 1 Introduction of Room Status and House Price Knowledge
Section 2 Ways and Types of Room Reservation
Section 3 Room Reservation Procedure
The fourth quarter room reservation control management
Section 5 Rejecting and Booking Promotions
Section 6 Preparations before the arrival of guests
Training project 2- 1
Training project 2-2
Training project 2-3
Training Project 2-4
Case study 2- 1
Case Analysis 2-2
Case Analysis 2-3
Comprehensive training
Chapter III Check-in Reception Service
Section 1 Relevant knowledge of residence registration
Section 2 Basic Types of Rooms and Room Allocation
Section 3 Room Sales
The fourth quarter check-in reception procedures
Section 5 Handling of Common Problems in Check-in Process
Section 6 Display and Conversion of Room Status
Training project 3- 1
Training Project 3-2
Training project 3-3
Training Project 3-4
Case study 3- 1
Case Analysis 3-2
Case Analysis 3-3
Comprehensive training
Chapter IV Concierge Comprehensive Services
Section 1 Concierge Service
Section 2 Golden Key Service
Section III Information Services
Section 4 Operator Services
Section 5 Business Center Services
Section 6 Business Floor Service
Training Project 4- 1
Training Project 4-2
Training Project 4-3
Training Project 4-4
Training Project 4-5
Case study 4- 1
Case Study 4-2
Comprehensive training
Chapter V Check-out Service
Section 1 Customer Account Management
Section 2 Check-out Service
Section 3 Foreign Currency Exchange Services
Section 4 Storage and Custody of Valuables
Training Project 5- 1
Training Project 5-2
Case study 5- 1
Case Study 5-2
Comprehensive training
Chapter VI Front Desk Communication and Coordination
Section 1 Skills of Effective Communication
Communication and coordination between the lobby and various departments before the second festival
Communication and coordination between the lobby and guests before the third festival
Training Project 6- 1
Training Project 6-2
Training Project 6-3
Case study 6- 1
Case Analysis 6-2
Comprehensive training
Chapter VII Front Office Service Quality Control and Staff Management
Connotation of the service quality of the lobby before the first festival
Service quality control of the second front desk
Total quality management of the third front hall
The fourth front desk staff recruitment and training
Evaluation and encouragement of front desk staff before the fifth festival
Training project 7- 1
Training program 7-2
Case study 7- 1
Case study 7-2
Comprehensive training
References and websites
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