目 录摘 要....................................................................................................................IAbstract.....................................................................................................................II引 言...................................................................................................................11 礼宾部的概念和职责...........................................................................................21.1 礼宾部的概念...............................................................................................21.2 礼宾部的工作内容.......................................................................................21.3 礼宾部的主要职责.......................................................................................22 上海金茂君悦大酒店礼宾部的服务现状...........................................................42.1 设备设施方面...............................................................................................42.2 服务技能方面...............................................................................................52.2.1 沟通技能方面......................................................................................52.2.2 服务流程方面......................................................................................62.2.3 员工服务意识水平方面......................................................................63 上海金茂君悦礼宾部的发展对策.......................................................................83.1 更新维护设备设施.......................................................................................83.2 强化礼宾部员工的服务意识.......................................................................83.3 加强现场服务管理.......................................................................................93.4 提高酒店招聘标准.......................................................................................93.5 加强培...
