高级商务会馆岗位责职与工作流程.doc

目 录 营销部各岗位职责 一、平面设计岗位职责············································3 二、客服主任岗位职责············································4 三、前厅主任岗位职责············································5 四、会籍顾问的岗位职责··········································6 五、前厅部长岗位职责············································7 六、收银部长岗位职责············································8 七、女宾部长的岗位职责··········································9 八、礼宾员的岗位职责···········································10 九、前厅接待的岗位职责·········································11 十、收银员的岗位职责···········································12 十一、鞋童的岗位职责···········································13 十二、女宾服务员的岗位职责·····································14 营销部各岗位服务流程 一、会籍顾问带客参观流程·······································15 二、会籍顾问签单流程···········································16 三、礼宾员服务工作流程·········································17 四、接待员服务工作流程······································18--19 五、发卡处接待员服务工作流程···································20 六、发卡接待员交接班流程·····································21 七、鞋童服务工作流程········································22 八、女更衣服务工作流程······································23--26 九、更衣员公锁交接流程·······································27 十、宾客贵重物品寄存与保管流程································28 十一、客人遗留物品登记流程····································29 十二、客人离场点出品外带的服务流程····························30 十三、场内客找同行朋友的服务流程······························31 十四、留单的服务流程 ·········································32 十五、内部人员签单服务流程····································33 十六、宾客投诉处理服务流程·································34--35 十七、交接班工作流程及标准·····································36 十八、卫生工作程序及标准·······································37 十九、锁牌遗失的处理程序及标准································38 二十、顾客意见反馈程序及标准··································39 二十一、便衣客户消费程序(仅为内部消费客人提供)················40 二十二、漏单/错单的处理程序及标准······························41 二十二、突发事件的处理程序（案列讲解）······················42—46 岗位职责说明 THE JOB DESCRIPTION 部门 DEPARTMENT 营销部 直接上司 REPORTING TO 营销经理 职位 POSITION 平面设计 直接下属 SUBORDINATE 工作职