目 录摘 要....................................................................................................................IAbstract.....................................................................................................................II引 言...................................................................................................................11 相关理论基础研究................................................................................................31.1 酒店管理.......................................................................................................31.2 前厅部管理...................................................................................................31.3 前厅部工作任务...........................................................................................31.4 服务质量管理...............................................................................................42 杭州第一世界大酒店前厅部管理现状................................................................52.1 杭州第一世界大酒店基本概况...................................................................52.2 杭州第一世界大酒店的营业状况...............................................................52.3 杭州第一世界大酒店的组织结构...............................................................62.4 杭州第一世界大酒店前厅部概况...............................................................82.4.1 杭州第一世界大酒店前厅部组织机构..............................................82.4.2 杭州第一世界大酒店前厅部岗位职责..............................................92.4.3 杭州第一世界大酒店前厅部工作流程..............................................93 杭州第一世界大酒店前厅部管理现状调查分析..............................................113.1 访谈的提纲设计与实施过程.....................................................................113.2 访谈信息分析..............................................................................................
