模块1 走进饭店前厅部与客房部
Introducing the Front Office and Housekeeping Department
模块2 前厅部的运转(Front Office Operation)
项目1 前厅部对客服务环 The Guest Cycle
项目2 前厅电脑管理系统Property Management System
模块3 客房预订服务Room Reservation Services)
项目1 客房预订概述About Room Reservation
项目2 客房预订的受理服务 Room Reservation Acceptance Services
模块4 礼宾服务 Concierge Services
项目1 机场接送服务(Airport Pick-up Services)
项目2 店门迎送服务 Greeter Services
项目3 行李服务 Bell Services
项目4 问询服务与委托代办服务(Information and Concierge Services)
模块5 前台服务 Front Desk Services
项目1 入住接待服务 Check-in Services
项目2 贵重物品保管与外币兑换服务
Valuables Custody Services and Currency Exchange Services
项目3 离店结账服务Check-out Services
模块6 总机、商务中心及行政楼层服务
Operator, Business Center and Executive Floor Services
项目1 电话总机服务 Operator Services
项目2 商务中心服务 Business Center Services
项目3 行政楼层服务 Executive Floor Services
模块7 客房部清洁与对客服务
Cleaning and Guest Services of Housekeeping Department
项目1 客房清洁与质量控制工作 Room Cleaning and Quality Controlling
项目2 公共区域与其他类清洁作业 Public Areas and Other Types of Cleaning
项目3 客房部对客服务 Guest Services of Housekeeping Department
模块8 客房部库存品管理(Managing Inventories of Housekeeping DepaItment)
项目1 库存品管理Inventories Management
项目2 布草房管理The Linen Room Management
模块9 客房部的安全与保安 Safety and Security of Housekeeping Department
项目1 防盗管理 Anti-Theft Management
项目2 客房消防管理Fire Safety Management
项目3 其他安全事故的防范与处理 Defense and Treatment of Other Aceident
模块10 服务质量管理 Services Quality Management
项目1 宾客投诉处理服务(Handling Guest Complaints Services
项目2 客史档案管理 Guest History Records Management
模块11 酒店房务部服务与管理的发展趋势 The Development Trends of the Hotel Rooms Division