出版日期：2005.10

       主编:  姜玲，贺湘辉

   出版社：广东经济出版社

图书目录：                                                     第一章 前厅部概述
                                                                                  第一节 前厅部的地位、作用与任务
                                                                                                前厅部的地位和作用
                                                                                                前厅部的任务
                                                                                                前厅部的业务特点
                                                                                  第二节 前厅部的组织机构
                                                                                                设置原则与机构组成
                                                                                                前厅部的岗位职责
                                                                         第二章 客房预订业务
                                                                                  第一节 预订的方式与种类
                                                                                                预订方式
                                                                                                预订种类
                                                                                  第二节 客房预订程序
                                                                                                受理预订
                                                                                                确认预订
                                                                                                预订记录存档
                                                                                                预订变更和取消，抵店前的准备工作
                                                                                                预订控制
                                                                                  第三节 网络预订与预订推销
                                                                                                开展网络订房必须要有网络营销意识
                                                                                                酒店订房网络系统
                                                                                                主要预订系统
                                                                                                预订推销
                                                                           第三章 总台接待业务
                                                                                  第一节 总台接待业务概述
                                                                                  第二节 入住接待程序
                                                                           第四章 前厅服务
                                                                                  第一节 行李服务
                                                                                  第二节 金钥匙服务
                                                                                  第三节 问讯留言服务
                                                                                  第四节 结账服务

                                                                                  第五节 电话总机服务与商务中心服务
                                                                                  第六节 商务楼层服务
                                                                                  第七节 计算机技术在前厅部中的应用
                                                                           第五章 前厅部销售管理
                                                                                  第一节 客房销售基础知识
                                                                                  第二节 房价管理
                                                                           第六章 前厅服务质量管理
                                                                                  第一节 前厅服务质量管理与控制
                                                                                  第二节 客有投诉处理