论文题目太原市潞源商务酒店前台收银与接待并岗的策划方案.docVIP

论文题目：太原市潞源商务酒店前台收银与接待并岗的策划方案 年级：2008级 院系:社会管理系文秘三班 学生姓名：李燕 指导教师：张少芳 2011年 5 月 目 录 中文摘要………………………………………………… 1 英文摘要（Abstract）……………………………………… 2 策划方案背景………………………………………… 3 （一）潞源商务酒店简介………………………………… 3 （二）潞源商务酒店前台收银与接待程序……………… 3 二、策划方案名称及时间……………………………………… 4 三、策划方案目的 ……………………………………………… 4 四、策划方案意义 …………………………………………… 4 五、策划方案准备 ………………………………… 5 六、策划方案开展……………………………………… 5 七、策划方案后续工作………………………………… ……… 6 （一）员工对两岗工作的熟悉程度…………………………… 6 （二）实施两岗并岗的调查…………………………………… 6 （三）整理并保存资料………………………………………… 6 八、实施两岗并岗的预案……………………………………… 6 八、策划方案总结……………………………………………… 7 附件一：前台收银与接待考核题……………………………… 8 附件二：关于两岗并岗工作的调查问卷……………………… 9 参考文献………………………………………………………………… 11 内容摘要 前台是饭店业务运行的活动中心，不仅负责销售饭店产品，联络和协调各业务部门对客人的服务，接受客人的投诉，解决客人的疑难问题，为客人提供多种多样、尽善尽美的需求服务、规范服务和超前服务，可见，前台布局的合理化，工作程序的简洁化对于整个饭店的服务，对客印象化无疑是一个良好的开端！ Abstract Front desk is a restaurant business operation of the activity center, not only responsible for selling hotel products, contact and coordinate each business department of the guests service, accept guest complaints, solve the difficult problem of guests, provide guests with the variety and perfect service, standard service and demand, visible, look-ahead service desk, the layout of the working procedure of rationalization concise change for the whole of the service of the hotel, the guest is undoubtedly a good impression of the beginning! Font desk service widely, including booking, reception, the century relationship, switchboard call, business center, the cashier management, the guest history management, professional and strong, asking business immediately sex is strong. And in so many tasks, front desk generally has two jobs, namely the reception and front cashier. But with the progress of The Times, some small and medium-sized hotel has put the two positions are combined into a working platform, namely the front desk staff need to have both will receive program also need will handle the procedures. Cashier So in sourc