目 录摘 要...............................................................................................................IAbstract.............................................................................................................II引 言...............................................................................................................11 相关理论研究................................................................................................41.1 酒店管理...............................................................................................41.2 前厅部管理...........................................................................................41.3 前厅部的职能.......................................................................................41.4 酒店服务质量.......................................................................................52 A 酒店前厅部管理概况................................................................................62.1 酒店基本概况.......................................................................................62.2 酒店的营业状况...................................................................................62.3 酒店的组织结构...................................................................................72.4 酒店前厅部概况...................................................................................73 A 酒店前厅部管理现状调查分析................................................................93.1 访谈的提纲设计与实施过程...............................................................93.2 访谈信息分析.......................................................................................93.2.1 A 酒店经营管理存在问题的原因分析......................................93.2.2 A 酒店前厅部经营管理的方式分析........................................103.2.3 A 酒店前厅部客户评价分析....................................................114 A 酒店前厅部管理存在的问题............
