目录CATALOGUE第一章前厅部组织结构图ORGANIZATIONCHART·····························································1第二章前厅部岗位职责POSITIONRESPONSIBILITIESOFF.ODEPARTMENT········2-232.1前厅部经理F.OManager··········································22.2前厅部秘书F.OSecretary··········································32.3大堂副理AssistantManager····································42.4前台接待经理ReceptionManager··································62.5前台接待员Receptionist···········································72.6预订员ReservationClerk····································92.7总机督导OperatorCaptain····································112.8总机话务员Operator··············································122.9首席礼宾司ChiefConcierge····································132.10迎宾员Doorman···········································142.11行李员Bellman···········································162.12商务中心督导B.CCaptain·········································172.13商务中心文员B.CClerk············································182.14商场经理GiftShopManager·································202.15商场员工Seller·················································212.16医务室医生InfirmaryDoctor···································22第三章前厅部各岗位操作程序F.ODEPARTMENTSTANDARDOPERATIONPROCEDURE第一节前厅部各岗位每日工作内容F.ODepartmentCheckList···················································24-393.1.1前厅部经理F.OManagerCheckList························243.1.2大堂副理AssistantManager·································253.1.3前台接待经理ReceptionManager·······························273.1.4总机/商务中心督导Operator/B/CCaptain······························293.1.5首席礼宾司ChiefConcierge···································303.1.6预定员Preservationist·····································313.1.7前台接待Receptionist········································323.1.8礼宾员Concierge·········································353.1.9商场员工Seller················································363.1.10总机话务员Operator··········································373.1.11商务中心文员B/CClerk··········································39第二节前台程序与标准F.OSta...
