飯店前廳與客房管理實(shí)務(wù)（第3版）

模塊1 走進(jìn)飯店前廳部與客房部

(Introducing the Front Office and Housekeeping Department)

模塊2 前廳部的運(yùn)轉(zhuǎn)（Front Office Operation）

項(xiàng)目1 前廳部對(duì)客服務(wù)環(huán)( The Guest Cycle)

項(xiàng)目2 前廳電腦管理系統(tǒng)(Property Management System)

模塊3 客房預(yù)訂服務(wù)(Room Reservation Services）

項(xiàng)目1 客房預(yù)訂概述(About Room Reservation)

項(xiàng)目2 客房預(yù)訂的受理服務(wù)( Room Reservation Acceptance Services)

模塊4 禮賓服務(wù)( Concierge Services)

項(xiàng)目1 機(jī)場(chǎng)接送服務(wù)（Airport Pick-up Services）

項(xiàng)目2 店門(mén)迎送服務(wù)( Greeter Services)

項(xiàng)目3 行李服務(wù)( Bell Services)

項(xiàng)目4 問(wèn)詢(xún)服務(wù)與委托代辦服務(wù)（Information and Concierge Services）

模塊5 前臺(tái)服務(wù)( Front Desk Services)

項(xiàng)目1 入住接待服務(wù)( Check-in Services)

項(xiàng)目2 貴重物品保管與外幣兌換服務(wù)

( Valuables Custody Services and Currency Exchange Services)

項(xiàng)目3 離店結(jié)賬服務(wù)(Check-out Services)

模塊6 總機(jī)、商務(wù)中心及行政樓層服務(wù)

( Operator, Business Center and Executive Floor Services)

項(xiàng)目1 電話(huà)總機(jī)服務(wù)( Operator Services)

項(xiàng)目2 商務(wù)中心服務(wù)( Business Center Services)

項(xiàng)目3 行政樓層服務(wù)( Executive Floor Services)

模塊7 客房部清潔與對(duì)客服務(wù)

( Cleaning and Guest Services of Housekeeping Department)

項(xiàng)目1 客房清潔與質(zhì)量控制工作( Room Cleaning and Quality Controlling)

項(xiàng)目2 公共區(qū)域與其他類(lèi)清潔作業(yè) ( Public Areas and Other Types of Cleaning)

項(xiàng)目3 客房部對(duì)客服務(wù)( Guest Services of Housekeeping Department)

模塊8 客房部庫(kù)存品管理（Managing Inventories of Housekeeping DepaItment）

項(xiàng)目1 庫(kù)存品管理(Inventories Management)

項(xiàng)目2 布草房管理(The Linen Room Management)

模塊9 客房部的安全與保安( Safety and Security of Housekeeping Department)

項(xiàng)目1 防盜管理( Anti-Theft Management)

項(xiàng)目2 客房消防管理(Fire Safety Management)

項(xiàng)目3 其他安全事故的防范與處理( Defense and Treatment of Other Aceident)

模塊10 服務(wù)質(zhì)量管理( Services Quality Management)

項(xiàng)目1 賓客投訴處理服務(wù)（Handling Guest Complaints Services)

項(xiàng)目2 客史檔案管理( Guest History Records Management)

模塊11 酒店房務(wù)部服務(wù)與管理的發(fā)展趨勢(shì)( The Development Trends of the Hotel Rooms Division)