出版日期：2007.01

       主编：姜玲，贺湘辉

   出版社：广东经济出版社

图书目录：                                                        一、准备工作
　                                                                          1　着装上岗
　                                                                          2　交接班
　                                                                          3　整理前台准备入住登记
                                                                            二、使用前台设施设备
　                                                                          4　使用前台电脑系统
　                                                                          5　使用前台打印机
　                                                                          6　使用前台传真机
　                                                                          7　使用前台复印机
　                                                                          8　使用前厅工作日志
                                                                            三、前厅接待服务
　                                                                          9　准备低店宾客名单
　                                                                         10　有预订宾客的接待
　                                                                         11　无预订宾客的接待
　                                                                         12　团队的接待
　                                                                         13　贵宾VIP的接待
　                                                                         14　超预订宾客的接待
　                                                                         15　贵宾和有特殊要求宾客的预登记
　                                                                         16　宾客结账后重新入住
　                                                                         17　请宾客等候办理入住
　                                                                         18　带宾客参观客房
　                                                                         19　宾客订房未低的处理
　                                                                         20　办理保险箱业务
                                                                            四、宾客住店服务
                                                                            五、宾客离店服务
                                                                            六、客账服务
                                                                            七、建立客史档案
                                                                            八、客房钥匙管理
                                                                            九、应对特殊情况