原创力文档目 录
第一章．机构设置及综合知识
一．客房部综合知识......................................................5
1.酒店介绍..............................................................5
2.客房房型号............................................................6
3.部门概括..............................................................6
4.培训手册目的..........................................................6
5.部门行政管理..........................................................7
6.部门组织架构图........................................................8
7.客房部服务管理宗旨....................................................9
二.客房部礼仪要求
1.仪容仪表.............................................................10
2. 礼节礼貌............................................................10
3.个人卫生.............................................................11
4.言行举止.............................................................12
5.电话礼仪.............................................................13
6.电话用语标准.........................................................14
7.礼貌用语.............................................................14
三.处理客人投诉标准
1.客人投诉的原因.......................................................16
2.为什么要接受投诉.....................................................16
3. 客人投诉的方式......................................................17
4.客人投诉的途径.......................................................17
5.处理客人投诉.........................................................18
6.处理方法 ............................................................18
7.客人投诉作用.........................................................19
8.常见的客人投诉.......................................................19
第二章．岗位职责及任职资格
1. 客房部经理...........................................................20
2.客房早班领班 .........................................................21
3.客房中班领班..........................................................22
4．客房早班服务员.......................................................23
5.客房晚班服务员........................................................24
6．房务中心兼总机领班.
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