云上四季快捷酒店服务手册前厅分册目录第一章前台接待员岗位描述..................................................................................................7第一节前台接待员..........................................................................................................7一隶属关系..............................................................................................................7二岗位职责..............................................................................................................7三工作内容..............................................................................................................7四当班工作程序......................................................................................................8第二章云上四季快捷酒店基础服务流程.............................................................................10第一节三步服务程序....................................................................................................10第二节待客礼仪10-5FL................................................................................................10第三节注目礼标准........................................................................................................11第四节欠身标准............................................................................................................11第五节接听电话的礼仪.................................................................................................11第三章业务流程标准............................................................................................................12第一节散客预订............................................................................................................12一操作步骤............................................................................................................12二操作标准............................................................................................................12三注意事项............................................................................................................13四话术实例............................................................................................................13第二节中介预订............................................................................................................15一操作步骤............................................................................................................15二操作标准............................................................................................................15第三节散客入住............................................................................................................16一操作步骤............................................................................................................16二操作标准............................................................................................................17三注意事项............................................................................................................18四话术实例............................................................................................................18第四节入住开门............................................................................................................19一操作步骤.....................
