【正文】 ngin9. 團(tuán)隊(duì)離店 team departure10. 換房 change room11. 行李提取 luggage pickingup12. 行李寄存 luggage consignation13. 行李處理 luggage handling14. 行李房 luggage room15. 行李房管理 management of luggage room16. 行李房鑰匙管理 management of the key to luggage room17. 店外修理服務(wù) repairing service from outside of the hotel18. 郵件管理 mail management19. 郵包/掛號信投寄 delivery of package/registered mails20. 包裹/掛號信領(lǐng)取 picking up package/registered mails21. 報(bào)紙/郵件/留言的傳送passage of newspaper/mails/messages22. 派送程序 sendingoff process23. 車輛預(yù)訂 vehicle reservation24. 內(nèi)部用車 vehicle useage within hotel 25. 車輛維修 vehicle repair26. 車輛加油 vehicle oil adding27. 日常工作 daliy work28. 車輛清洗 car washing29. 行車記錄 record of vehicle usage 30. 車輛月報(bào)告 monthly vehicle report31. 車輛鑰匙管理 management of vehihcle keys32. 車輛運(yùn)作管理 management of vehicle operation33. 司機(jī)操作程序 driver’s operation process34. 機(jī)場送機(jī) airport sendingoff35. 機(jī)場接機(jī) airport pickup36. 穿梭巴士 airport shuttle37. 司機(jī)管理 driver management38. 車匙及證件管理 management of car keys and driving licenses39. 車輛日常管理 daily vehicle management接待 Reception任務(wù)排列 描述Task No: Description1. 政策與程序 policy and process2. 電話禮儀 telephone courtesy3. 接電話準(zhǔn)則 principle of answering phone4. 接聽電話標(biāo)準(zhǔn) standard of answering phone5. 住宿登記管理 management of registeration6. 散客入住辦理 checkingin for walkins7. 團(tuán)隊(duì)入住 checkingin for team8. 團(tuán)隊(duì)相關(guān)事項(xiàng)辦理 related process for team that checks in9. 老弱病殘客人入住 checkingin for the old, weak, silk, and disable10. 貴賓接待 VIP reception11. 住房押金 deposit12. 延住 extension13. 加床 extra bed14. 換房 room change15. 日租房 daily rent room16. 免費(fèi)房 plimentary room17. 自用房 house use18. 房價(jià)變更 adjustment of room price19. 房價(jià)差異 room price difference20. 客房展示 room show21. 排房原則 principle of room arangement22. 當(dāng)日排房 room arrangement of the day23. 提前排房 room arrangement in advance24. 超額預(yù)訂 extra reservation25. 留言 message26. 接送服務(wù) pickingup/sendingoff service27. 回頭客/長住客 returned custermer /longstay guset28. 預(yù)離跟催 payment request before departure29. 團(tuán)體退房 team departure30. 手工結(jié)賬 manual checkingout31. 信用卡核查 credit card check32. 支票結(jié)算 check chekingout33. 賬項(xiàng)分離 account and item seperation34. 付款憑證 remittance copy35. 公司掛賬 charge to pany’s pending account36. 外幣兌換 foreign currency exchange37. 旅行支票兌換 traveler’s check deposit38. 賬目拒付 account payment denial39. 團(tuán)體費(fèi)用漏賬 team payment omission40. 散客漏帳 walkin payment omission41. 客人投訴 custermer plain42. 處理投訴的準(zhǔn)則 principle of handling custermer plain43. 房間萬能鑰匙的管理 management of master key商務(wù)中心BusinessCenter任務(wù)排列 描述Task No: Description1. 郵寄服務(wù) mail service2. 設(shè)備租賃服務(wù) equipment retal service3. 文件裝訂 document binding4. 傳真接收 receiving fax5. 代發(fā)傳真服務(wù) sending fax6. 長途電話代撥 longdistance phone call7. 打字服務(wù) typing service8. 復(fù)印服務(wù) copy service9. 翻譯服務(wù) translation service房間預(yù)定 Room Reservation任務(wù)排列 描述Task No: Description 1． 電話促銷 telephone promotion2． 電話預(yù)訂 telephone reservation3． 傳真預(yù)訂 fax reservation4． 團(tuán)體預(yù)訂 team reservation5． 訂房確認(rèn) room reservation confirmation6． 擔(dān)保預(yù)訂 guaranteed reservation7． 房價(jià)確認(rèn) confirmation of room price8． 訂房婉拒 refusal of room reservation9． 預(yù)定未到 booked yet not arrived10． 訂房變更 reservation change11． 訂房取消 reservation cancel12． 預(yù)訂審核 reservation check總機(jī) Operator 任務(wù)排列 描述Task No: Description 1. 接電話禮儀 telephone courtesy2. 來電應(yīng)答標(biāo)準(zhǔn) phone answering standard3. 客房電話轉(zhuǎn)接 connecting phone call 4. 電話轉(zhuǎn)接準(zhǔn)則 principle of connecting phone call5. 內(nèi)部電話處理 internal phone handling6. 客人信息查詢 guest information inquiry7. 電話號碼查詢 phone number inquiry8. 叫醒服務(wù) morning call service9. 留言服務(wù) message service10. 免打擾服務(wù) no disturb ance service11. 客人動向信息 guest information12. 保密服務(wù) keeping confidentiality 13. 緊急電話 emergency call14. 電話系統(tǒng)故障 barrier of phone system主題 ：酒店門前工作Subject: hotel front work參考號：FOCON001Ref: FOCON001目的 OB