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《案例引发对酒店前厅服务管理的思考（case triggered hotel front office service management thinking）》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。
1、案例引发对酒店前厅服务管理的思考（Casetriggeredhotelfrontofficeservicemanagementthinking）CasetriggeredhotelfrontofficeservicemanagementthinkingSource:Chinahotelrecruitmentnetworkreleasetime:2010-6-18clickfrequency:1943AcasestudyofhotelfrontofficeservicemanagementToday,itisagre
2、athonorforthehotelleaderstogivemesuchanopportunitytoexercise,andtodoatrainingforthethemeof"thinkingaboutthemanagementofhotelfrontofficeservice".Thetrainingisnotthecase.IjustwanttodiscussandlearnsomeoftheexamplesIencounteredinthefrontdeskservicemanagement,soast
3、obettermanagethehotelservice.Whenyouhearsuchatopic,youmustknowthatthethemeisfrontofficeserviceandmanagement.First,talkabouttheimportanceoffrontofficeservicemanagement.ThefrontofficeisacollectionplaceforgueststoenterandexitContainstwomeanings,oneistostoreanddep
4、artingguestsinandout;tworeferstotheperiodfromhotelguest,dailyimport.Outofthepreviousone,totheguestsforthehotelandcheck-outprocedures,toformtheirfirstimpressionofthehotelandthelastimpression;afteranimporttotheguestswithkeys,safekeeping,forwardingandotherservice
5、s,theformationofgueststothehotelservicerepeatedly.Itcanbeseenthatguests'evaluationofhotelserviceandthelevelofserviceinfrontofficearethemainfactors.Frontofficeguestsgetinandout,andhavemanycontacts.Sothelobbyiscalledthefrontorwindowofthehotel.Itisoftensaidthatmo
6、dernmanagementisactuallya"floor"management,this"floor"referstothefronthall.Thus,thefrontofficeinthehotelservicemanagementhasanimportantposition.Two,thefrontofficeisthe"nervecenter"ofthehotel".Becausethelobbyisthecenterofhotelserviceactivities,itisAndtheguestco
7、ntact,communication,naturebecamehotelsandguestinformationcenter,suchastheevaluationofhotelservicesupplyanddemandinformation,demandinformation,guestguestservice,guestroominformationdemandinformation,customercomplaintinformation,hoteloperationstateinformationwil
8、lbeconcentratedtothelobby,andthenbythelobbyinvariousformstoreportorreferredtotherelevantdepartments,soastocontinuouslycoordinatecustomerserviceanddealwithallkindsofproblems.Thefron
