出版日期：2006.09

       作者:姜玲

   出版社：广东经济出版社

图书目录：                                                        一、星级服务人员酒店知识
　                                                                                      1　酒店的定义
　                                                                                      2　酒店的分类
　                                                                                      3　酒店从业的优势
　                                                                                      4　酒店的组织
　                                                                                      5　酒店的宾客
　                                                                                      6　酒店业的产品　
　                                                                                      7　酒店基本信息
                                                                          二、星级服务人员基础知识
　                                                                                      1　优质对客服务
　                                                                                      2　团队合作
　                                                                                      3　仪容仪表
　                                                                                      4　员工仪态
　                                                                                      5　礼仪礼貌
　                                                                                      6　熟记同事、宾客和管理层人员姓名
　                                                                                      7　尊重上司
　                                                                                      8　微笑服务
　                                                                                      9　电话礼仪
　                                                                                     10　电梯礼仪
　                                                                                     11　员工手册　
　                                                                                     12　问讯服务
　                                                                                     13　贵宾接待
　                                                                                     14　宾客投诉
　                                                                                     15　安全工作
　                                                                                     16　紧急情况
　                                                                                     17　急救
　                                                                                     18　防火意识
　                                                                                     19　灭火器的使用
　                                                                                     20　卫生要求
                                                                          三、星级前厅服务人员专业知识
　                                                                                      1　前厅部组织机构
　                                                                                      2　前厅部岗位设置
　                                                                                      3　前厅部主要工作任务
　                                                                                      4　前厅部服务过程
　                                                                                      5　前厅部员工岗位职责
　                                                                                      6　前厅部员工素质要求
　                                                                                      7　客房类型
　                                                                                      8　房态术语
　                                                                                      9　房价术语
　                                                                                     10　客房的出租率
　                                                                                     11　预订种类
　                                                                                     12　预订确认
　                                                                                     13　客情预测
　                                                                                     14　客房钥匙管理
　                                                                                     15　客史档案
　                                                                                     16　推荐性销售
　                                                                                     17　指路服务
　                                                                                     18　满足宾客特殊要求
　                                                                                         ……
                                                                          四、星级客房服务人员专业知识
                                                                          五、星级餐饮服务人员专业知识
                                                                          六、酒店常用英语