前厅部营运手册(改)

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1、43草塘人家大酒店营运手册前厅部43目录1、部门职能12、岗位设置13、岗位职能..........................................................................14、岗位说明书........................................................................24.1前厅部经理34.2前厅部长54.3前厅部迎宾74.4前厅部接待员84.5前厅部商务中心文员84.6前厅部鞋吧员94.7前厅部收银部长104.8前厅部收银员114.9前厅部票

2、证员124.10前厅部开牌员135、前厅部管理人员行为规范............................................................145.1前厅部长工作时间安排..........................................................145.2高峰班经理工作时间安排........................................................155.3前厅经理工作流程.....................................

3、.........................155.4前厅部长工作规程..............................................................166、各岗位工作规范...................................................................176.1迎宾员........................................................................186.2接待员..................

4、......................................................196.3鞋吧服务员....................................................................206.4总台收银员....................................................................227、收银员（录入员）管理制度.........................................................2

5、48、收银员奖惩管理制度...............................................................249、收银员工作流程...................................................................2510、部门工作流程图..................................................................2711、部门工作服务标准........................................

6、........................2812、前台服务流程标准................................................................3012．1进客.........................................................................3012.2锁牌的发放及注意事项.........................................................3012.3对台.....................

7、....................................................3112.4对鞋.........................................................................3212.5锁牌管理流程.................................................................3212.6客人锁牌丢失紧急处理方案.....................................................321

8、2.7关于转账.....