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 S 大酒店前厅部管理现状.....................................................................................52.1 S 大酒店基本概况........................................................................................52.2 S 大酒店的营业状况....................................................................................52.3 S 大酒店的组织结构....................................................................................62.4 S 大酒店前厅部概况....................................................................................82.4.1 S 大酒店前厅部组织机构...................................................................82.4.2 S 大酒店前厅部岗位职责...................................................................92.4.3 S 大酒店前厅部工作流程...................................................................93 S 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.....................................................................11...
