目录第2章总经办管理工具设计.........................................................................................................72．2日常事务管理工具.........................................................................................................72．2．1酒店会议管理细则...........................................................................................72．2．2酒店档案管理办法...........................................................................................92．2．3接待来访管理办法.........................................................................................112．2．5文件起草管理办法.........................................................................................13第3章前厅部管理工具设计.......................................................................................................153．1总机管理工具设计.......................................................................................................153．1．2总机问询应答规范.........................................................................................153．1．4总机转接服务管理规范.................................................................................163．2前台管理工具设计.......................................................................................................173．2．2前台会员管理实施细则.................................................................................173．2．3前台会员办理奖励细则.................................................................................193．2．12前台散客预订受理办法...............................................................................213．2．13前台排房工作管理办法...............................................................................233．2．27前台工作必备表单大全...............................................................................253．3行政楼层管理工具设计...............................................................................................293．3．3行政楼层客人入住退房管理办法.................................................................293．3．6客人早餐服务工作规范.................................................................................293．3．7客人午茶服务工作规范.................................................................................323．3．11客人图书阅览服务规范...............................................................................323．3．13行政楼层工作表单大全...............................................................................353．4客户关系管理工具设计...............................................................................................373．4．2VIP客户接待管理办法..................................................................................373．4．3客户入会管理工作办法.................................................................................393．4．4客户关系协调处理办法.................................................................................393．4．6客户常见问题处理办法.................................................................................42第4章礼宾部管理工具设计.......................................................................................................444．1礼宾部工作任务体系设计...........................................................................................
