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
                                                                                      着装上岗
                                                                                      保持清洁卫生
　                                                                                  资料收集与整理
                                                                              二、使用前厅设施设备
　                                                                                  使用礼宾部电话系统
　                                                                                  使用传真机
　                                                                                  使用复印机
　                                                                                  使用传呼机、对讲机和广播
　                                                                                  行李生日志的维护使用
　                                                                                  使用宾客信息指南
                                                                              三、开门服务
　                                                                                  为宾客拉门
　                                                                                  为宾客开车门
                                                                              四、行李服务
　                                                                                  装运行李
　                                                                                  散客进店行李服务
　                                                                                  散客离店行李服务
　                                                                                  团队进店行李服务
　                                                                                  团队离店行李服务
　                                                                                  贵宾抵店行李服务
　                                                                                  贵宾离店行李服务
　                                                                                  行李存取服务
　                                                                                  行李保管
                                                                              五、对客服务
　                                                                                  宾客迎送服务
　                                                                                  引领宾客进客房
　                                                                                  协助宾客换房
　                                                                                  带领宾客参观客房
　                                                                                  为宾客送报纸
　                                                                                  安排宾客所需服务
　                                                                                  失物招领
　                                                                                  指路
　                                                                                  邮件递送
　                                                                                  留言服务
　                                                                                  外出代办服务
　                                                                                  外出寄信、取报纸
　                                                                                  预约出租车
　                                                                                  夜班值台
　                                                                                  分发住店宾客邮件
　                                                                                  接收与分发传真、电传、电报
　                                                                                  接受访客留言
　                                                                                  接受住店宾客委托留言
　                                                                                  出售邮票、代寄邮件
　                                                                                  酒店公共区域寻人服务
　                                                                                  更新公共告示栏信息
　                                                                                  代转物品
　                                                                                  访客贵重物品转交
　                                                                                  处理对客服务问题
                                                                              六、接送服务
　                                                                                  送站服务
　                                                                                  接站服务
                                                                              七、应对紧急情况
　                                                                                  参与急救
　                                                                                  应对紧急情况