漢庭前臺(tái)手冊(cè)

1、1187前臺(tái)操作手冊(cè)V1.0華住酒店集團(tuán)運(yùn)營(yíng)部20138312187目錄前言...............................................................................................................................9第一章崗位描述…………………………………………………………………………………..10一、工作關(guān)系.……………

2、………………………………………………………………………11二、崗位職責(zé)………………………………………………………………………………………12三、工作內(nèi)容……………………………………………………………………………………..13第二章預(yù)訂服務(wù)…………………………………………………………………………………..18一、接受預(yù)訂………………………………………………………………………………………18二、預(yù)訂修改和取消…………………………………………

3、……………………………………18三、預(yù)訂檢查和房量控制………………………………………………………………………..18四、排房…………………………………………………………………………………………..18五、超額預(yù)訂……………………………………………………………………………………..18六、擔(dān)保預(yù)訂處理………………………………………………………………………………18一、接受預(yù)訂……………………………………………………………………………………

4、..191、上門散客電話預(yù)訂………………………………………………………………………..192、網(wǎng)絡(luò)預(yù)訂和4008電話預(yù)訂…………………………………………………………………213、中介（傳真&ebooking）預(yù)訂……………………………………………………………234、團(tuán)體、長(zhǎng)包預(yù)訂................................................................................

5、......................................................................................................................26二修改和取消..........................................8三、預(yù)訂檢查、確認(rèn)、房量控制.....................................

6、....29四、排房.............................................................2五、超額訂.................................................3六、擔(dān)保預(yù)訂處理.....................................................................................

7、........................................................................................................................34第三章第三章接待服務(wù)接待服務(wù)....................................................................................

8、........................................................................................35一、一、散客入住散客入住......................................................................................................................

9、..................................三、同行代付處理......................0四、換房1五、續(xù)住..........................................................................2六、退房結(jié)賬（散客&團(tuán)隊(duì)、會(huì)議）...........................................3七、同城互薦.....

10、.............................................................................5八、門店前臺(tái)“注冊(cè)E會(huì)員推薦”...............................................................................................................................

11、.............................................56第四章第四章賬務(wù)處理賬務(wù)處理...............................................................................................................................................................

12、.............57一、一、銀行卡處理銀行卡處理............................................................................................................................................................................57二、二、入住入住.........

13、................................................................................................................................................................................57三、三、轉(zhuǎn)賬轉(zhuǎn)賬..................................

14、.......................................................................................................................................................57四、四、部分結(jié)賬部分結(jié)賬.......................................................

15、.........................................................................................................................57五、五、提前結(jié)賬提前結(jié)賬.....................................................................................

16、...........................................................................................57六、六、沖調(diào)賬沖調(diào)賬.....................................................................................................................

17、................................................................57七、七、撤銷結(jié)賬撤銷結(jié)賬..............................................................................................................................................

18、..................................57八、八、臨時(shí)掛賬臨時(shí)掛賬............................................................................................................................................................................

19、....57九、九、應(yīng)收賬管理應(yīng)收賬管理............................................................................................................................................................................57十、十、催賬催賬..................

20、.......................................................................................................................................................................57十一、十一、夜審夜審.........................................