目 录一、电话接听和转接..................................................................................................4（一）接听电话的基本要求....................................................................................................4（二）日常接听电话程序........................................................................................................4（三）打电话给客人程序........................................................................................................5（四）转电话给客人程序........................................................................................................5二、散客预订..............................................................................................................6三、参观房间..............................................................................................................6四、入住接待..............................................................................................................7五、换房处理............................................................................................................10六、叫醒服务............................................................................................................11七、开门服务............................................................................................................12八、延时退房／续住的处理...................................................................................13九、离店结帐............................................................................................................14十、客人留言............................................................................................................15十一、问讯服务............................................................................................................16十二、宾客投诉处理....................................................................................................17十三、物品赔偿处理.....................
