标准运作程序STANDARDOPERATINGPROCEDURE维也纳3好连锁酒店-前厅操作手册目录一、电话接听和转接..................................................................................................4(一)接听电话的基本要求.....................................................................................................4(二)日常接听电话程序.........................................................................................................4(三)打电话给客人程序.........................................................................................................5(四)转电话给客人程序.........................................................................................................5二、散客预订..............................................................................................................6三、参观房间..............................................................................................................6四、入住接待..............................................................................................................7五、换房处理............................................................................................................10六、叫醒服务............................................................................................................11七、开门服务............................................................................................................12八、延时退房/续住的处理.................................................................................13九、离店结帐............................................................................................................14十、客人留言............................................................................................................16十一、问讯服务............................................................................................................17十二、宾客投诉处理....................................................................................................18十三、物品赔偿处理....................................................................................................19十四、商务服务.....
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