房务部工作手册目录一 概述...........................................................................7二 部门组织结构图.................................................................8三 部门岗位职责..................................................................101 房务部总监岗位职责..........................................................109 前厅部经理岗位职责..........................................................1810 前厅部前台主管岗位职责.....................................................1911 前厅部前台领班岗位职责.....................................................2012 前厅部前台员工岗位职责.....................................................2113 礼宾部主管岗位职责.........................................................2214 礼宾员岗位职责.............................................................2315 商务中心文员岗位职责.......................................................241四 部门工作程序及标准............................................................3653 处理客人有关客房投诉........................................................92第一节 前厅部（一）前台1 主管、领班工作..............................................................1592 早班、中班员工工作.........................................................1603 夜班员工工作................................................................1614 如何办理散客入住手续.......................................................1625 如何处理差异房.............................................................1636 整理资料....................................................................1647 加床服务....................................................................1658 如何办理延迟续住...........................................................1669 如何办理逾期未退房.........................................................16710 如何办理换房..............................................................16811 如何办理团队入住登记.....................................................
