案例引发对酒店前厅服务管理的思考(case triggered hotel front office service management thinking)

案例引发对酒店前厅服务管理的思考(case triggered hotel front office service management thinking)

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时间:2018-08-05

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1、案例引发对酒店前厅服务管理的思考(Casetriggeredhotelfrontofficeservicemanagementthinking)CasetriggeredhotelfrontofficeservicemanagementthinkingSource:Chinahotelrecruitmentnetworkreleasetime:2010-6-18clickfrequency:1943AcasestudyofhotelfrontofficeservicemanagementToday,itisagreathonorfortheh

2、otelleaderstogivemesuchanopportunitytoexercise,andtodoatrainingforthethemeof"thinkingaboutthemanagementofhotelfrontofficeservice".Thetrainingisnotthecase.IjustwanttodiscussandlearnsomeoftheexamplesIencounteredinthefrontdeskservicemanagement,soastobettermanagethehotelservice

3、.Whenyouhearsuchatopic,youmustknowthatthethemeisfrontofficeserviceandmanagement.First,talkabouttheimportanceoffrontofficeservicemanagement.ThefrontofficeisacollectionplaceforgueststoenterandexitContainstwomeanings,oneistostoreanddepartingguestsinandout;tworeferstotheperiodf

4、romhotelguest,dailyimport.Outofthepreviousone,totheguestsforthehotelandcheck-outprocedures,toformtheirfirstimpressionofthehotelandthelastimpression;afteranimporttotheguestswithkeys,safekeeping,forwardingandotherservices,theformationofgueststothehotelservicerepeatedly.Itcanb

5、eseenthatguests'evaluationofhotelserviceandthelevelofserviceinfrontofficearethemainfactors.Frontofficeguestsgetinandout,andhavemanycontacts.Sothelobbyiscalledthefrontorwindowofthehotel.Itisoftensaidthatmodernmanagementisactuallya"floor"management,this"floor"referstothefront

6、hall.Thus,thefrontofficeinthehotelservicemanagementhasanimportantposition.Two,thefrontofficeisthe"nervecenter"ofthehotel".Becausethelobbyisthecenterofhotelserviceactivities,itisAndtheguestcontact,communication,naturebecamehotelsandguestinformationcenter,suchastheevaluationo

7、fhotelservicesupplyanddemandinformation,demandinformation,guestguestservice,guestroominformationdemandinformation,customercomplaintinformation,hoteloperationstateinformationwillbeconcentratedtothelobby,andthenbythelobbyinvariousformstoreportorreferredtotherelevantdepartment

8、s,soastocontinuouslycoordinatecustomerserviceanddealwithallkindsofproblems.Thefron

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