出版日期:2007.01     
      主编:姜玲 贺湘辉
    出版社:广东经济出版社有限公司   
图书目录：                   一、对客服务
                                             1 着装上岗
                                             2 回答宾客问题
                                             3 电梯服务
                                             4 处理宾客纠纷
                                             5 应对伤病宾客
                                             6 接待来访人员
                                     二、安全保卫工作
                                             7 维护楼层秩序
                                             8 查验证件
                                             9 观察进出人员
                                            10 劝阻非住店人员进入楼层
                                            11 查问可疑人员
                                            12 监护宾客行李
                                            13 维持大堂秩序
                                            14 警卫
                                            15 VIP接待的保卫
                                            16 押款
                                            17 处理可疑物品
                                            18 防范酒店盗窃案件
                                            19 处理酒店资窃案件
                                            20 防范打架头殴
                                            21 处理打架斗殴
                                            22 防范卖淫嫖娼
                                            23 处理卖淫嫖娼
                                            24 处理食物中毒事件
                                            25 防范与处理醉酒闹事
                                            26 防范抢劫
                                            27 维护停车秩序
                                            28 处理车辆纠纷
                                            29 管理停车场
                                            30 使用对讲机
                                     三、安全调查工作
                                            31 作谈话笔录
                                            32 调查可疑情况
                                            33 调查店内一般案件
                                            34 调查店内一般安全事故
                                               ……
                                     四、出入店控制
                                     五、安全检查工作
                                     六、消防工作
                                     七、应对紧急情况