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......................................................169第2页共102页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共102页12如何办理留言服务..........................................................17013房号保密及请务打扰服务（DND）.............................................17114如何办理境外宾客登记入住..................................................17215如何带领客人参观..........................................................17316如何办理客人预订车辆......................................................17417VIP客人接待准备工作......................................................17518VIP客人抵店、离店........................................................17619宾客资料上传...............................................................17720客人结帐...................................................................17821会客登记...................................................................17922保险箱的开启与管理.........................................................18023备用金的清点...............................................................181（二）商务中心1如何办理接收传真、电子邮件..................................................1822电脑设备故障应急处理措施....................................................1833网络出现问题对客应急措施....................................................1844如何办理复印服务............................................................1855如何办...
