2022年20XX年酒店前厅部年终工作总结及20XX年工作计划 .pdf

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1、20XX年酒店前厅部年终工作总结及20XX年工作计划20XX年是酒店不平凡的一年，20XX年 7月 25 日原前厅部经理离职，由于酒店领导的信任，给予我一次锻炼的机会，决定暂由我代为管理前厅部，上任期间正处于酒店特殊时期。前厅部大部分员工情绪较为不稳定，并且前厅部经理，一名在酒店工作两年的大堂副理以及数名员工离职，前厅部工作进入紧急状态。为稳定前厅部员工及满足酒店以员工为本的企业精神，前厅部对原有工作制度进行了调整。在面对大量管理层缺失的情况，前厅部采用竞争上岗的机制。一方面稳定员工情绪，另一方面提高了员工的工作积极性。在人手不足的情况下，如何满足正常运营班次需要重新成为了对于刚全面管理前厅部

2、的我面前的一道坎。通过侧面、正面的调查询问，将原礼宾部领班升职为大堂副理（试用期2 个月），将在酒店工作两年半原礼宾部礼宾员升职为礼宾部领班以填补大堂副理的缺编。虽目前大堂副理一职暂由人力资源部管理，相信待酒店走上常态大堂副理应会由前厅部统一管理，便于大堂副理配合前厅部处理大堂区域及前台出现的问题。自从酒店改制以来前厅部积极配合营销部接待了各种不同类型和规模的会议，最为显著的如第十五届老教授网球比赛的接待，会议的成功接待得到了清华大学老教授的一致认可，付出总有回报员工的辛勤汗水终究换来了成功的结果，然而从会议接待中我们虽然取得了一定的接待经验，但是还存有一定的不足，服务的被动性，一切的工作没有

3、想在客人之前去完成，也看出了我们的不足。鉴于此情况在今后的工作接待中我们将总结过去丰富的经验，取长补短，将今后的接待工作做的更好更规范，并打造出自己的品牌。以下汇报截止20XX年 12 月份酒店的经营情况：截止 20XX年 12 月份前厅部共接待境内外宾客人31445 次。其中境内宾客人27876 次，境外宾客3569 人次，大小会议文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:C

4、E6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4

5、Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 H

6、Q8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V

7、7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10

8、 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2

9、L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2

10、文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A230 个，团队 110 个，航班延误23 个，平均日接待量达103 人次。众所周知，前厅部历来都是宾客第一印象和最后印象的发生地，宾客致电酒店时听到的第一句问候是从总机接线员那里传来的；宾客抵达酒店时第一个来迎接的是礼宾班组行李员；而无论是登记房间还是退房结帐，客人得到的都是来自于总台员工的服务。所以前厅部员工服务质量的好坏对整个酒店的口碑是有着很大影响的。而只有员工综合素质达到一定水准才能够为宾客提供优质的服务。那就要求我们要

11、从礼节礼貌、仪容仪表、沟通技巧、外语水平等等许多方面整体提高。下面我就对前厅各分部门20XX年的工作做总结。总台总台这一年来的工作，从人员上来说来来去去而且新手较多，从开业到现在人员就几乎没有满编过，虽然工作还算基本开展了下去，但不尽如人意的地方还是很多，表现在对客服务方面有这么几点，一是缺乏主动热情服务意识，态度生硬，二是责任感差，比如对于宾客的诉求只是简单的告之责任文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10

12、 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2

13、L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2

14、文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:C

15、E6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4

16、Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 H

17、Q8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V

18、7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2点，很少去了解和督促事件的结果，往往因怠慢客人而遭到投诉，体现在工作上就是不细心，如对账目的处理就比较粗心大意，因为大意修修改改，三是团结协作不够，尤其在于其他部门的工作配合还不到位，甚至还发生过言词激烈的争。造成这些问题的出现，客观上看可能因为人手紧，上班时间长，福利待遇，长期会造成情绪上的不稳定，这种情况下为稳定队伍有些制度也没有严格执行。主观上还是存在疏于思想管教，过分袒护其不符合规范的

19、行为，总台服务要求的谦恭;耐心;微笑;周到和迅速的服务标准做的也没有预计的好，所以这一块需要提升的空间还很大。前厅员工流动频繁，很大程度上影响了服务质量，一个新员工从入职后，要经过三个月的试用，才能完全熟练掌握本岗位的各项工作，但是有些员工在刚熟练本职工作的后，便由于薪酬提出离职，造成了人员的流失。个人觉得酒店的薪酬体制不能激励员工的积极性，员工每个月都是拿的固定工资，以前台为例，假如销售部完成本月销售额将文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z

20、4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8

21、HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10

22、V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P1

23、0 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S

24、2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A

25、2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:

26、CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2有相应的奖金，但是前台同样做了大量的接待工作，也经常加班，但是却没有奖金，接待员久而久之会有做多做少一个样，做不做都是一个样的感觉，从而影响酒店的营收。鉴于其他酒店经验，前厅部的收入也需要和营业指标挂钩，从而激励员工提高开房率。另外也需要完善人事薪酬制度，酒店的工资应该是呈阶梯状分布，员工试用期多少钱，工作半年表现优秀升一级工资又多少钱，工作一年后又多少钱

27、，酒店要让员工看到希望，充满激情去工作，从而为酒店创造更多的营业收入。总台是整个酒店最为重要的岗位之一，整个总台的工作按内容大概可以划分成四个方面接待、服务、结帐、销售和安全。安全的重要性是不言而喻的，就算你的经营业绩如何好，服务质量如何上乘，而在安全上出了点差错那后果都是难以想象的，安全事故无小事。对于总台员工来讲填写宾客住宿登记单，查验证件以及将住店宾客的信息及时向上级主管部门传输，这些工作都肩负着酒店文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z

28、4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8

29、HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10

30、V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P1

31、0 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S

32、2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A

33、2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:

34、CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2的安全使命。前厅部在平时的培训课上也将“如何识别身份证件的真假和护照常识”作为了重点培训内容，更为重要的要求总台的员工们在工作中一定要警钟长鸣，千万不可掉以轻心，正是由于他们的努力20XX 年全年酒店没有发生一起刑事案件，还因为登记准确、传输及时协助公安部门跟踪到了数名有前科的人员。结帐的重要性在于，无论你是提供了安全的住宿场所还是优质的服务，最终都是以经

35、营为目的。如果结帐无法顺利进行，就算之前的一切都做的很出色也等于做了无用功。今年，部门针对结帐客人反应强烈的情况，销售是总台工作的主体内容，但作为酒店的每一份子都无法推脱销售的责任。总台自 20XX年 1 月份份起总共walk-in销售房间 26056 间，销售额 1357952 元；尽管从数据上看来这已经是一份不错的答卷，但在来年前厅部总台班组还会继续发挥前台销售的优势；培训销售工作中的技巧；凭借日益丰富的销售经验，争取再创新高。礼宾文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5

36、Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档

37、编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6

38、Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1

39、G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8

40、B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I

41、5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 Z

42、V2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2礼宾部的员工肩负着住店宾客迎来送往的工作，除了帮助客人运送行李之外礼宾班组的服务项目还有邮件递送；物品转交和寄存；雨伞、轮椅车、自行车等物品租用。20XX 年礼宾部的培训工作是按照计划的阶段性培训目标进行。首先对于新员工的培训采取一带一的培训方式。让新员工在实操中熟悉业务技能，并且能在工作中得到全程的贴身指导与纠正。对于能够熟

43、练掌握工作技能的员工还要定期进行工作程序标准及岗位职责的培训，以保证日常工作的规范性和准确性。在培训期间穿插其他方面的培训，如前台公安系统证件扫描的培训，以便在前台遇到团队大量入住及协助前台夜班登记扫描证件。此外，由于酒店经常接待团队，这对于新来员工从来没有接待大型团队，运送行李经验的礼宾班组员工是一个新的课题，部门及时发现了问题并及时整理出了一套团队行李递送的程序，在一次次理论与时间结合的操作中也基本上能够顺利完成递送任务。但这一切也不能掩盖礼宾班组存在的一些问题，首先人员流动速度过快就对稳文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y

44、2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G

45、8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B

46、10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5

47、P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV

48、2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z

49、1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编

50、码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2文档编码:CE6Y2Z4Y1G8 HQ8B10V7I5P10 ZV2S2L5Z1A2定的服务产生了不利的影响；其次因各方面客观因素的存在而使人员素质无法达到应有的要求，譬如在与外宾的交流过程中，因大多数礼宾员基本没有外语基础所以造成了交流上很大的困难。在者因为贵重物品无保险室，也给我们的物品寄存保管造成了不必要的困难。商务中心、总机自从七月份，由于总机