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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,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
