文档介绍：Sunshine Team青岛海景花园大酒店恒安保险公司VIP 接待方案二○一二年五月十六日目录一、接待任务---------------------------------------------------------------------------------------------------3第 1 页 共 14 页 We have sunshine we are the onlySunshine Team二、前厅部接待方案....................................................................................................................... 3(一)准备工作............................................................................................................................... 3(二)客人抵店时的工作............................................................................................................... 4(三)前厅应注意的事项............................................................................................................... 5(四)客人离店服务....................................................................................................................... 5(五)突发事件及处理方案........................................................................................................... 6三、客房部接待方案------------------------------------------------------------------------------------------7(一)迎客的准备工作---------------------------------------------------------------------------------------7(二)客人到店的应接工作---------------------------------------------------------------------------------7(三)客人住店期间的服务---------------------------------------------------------------------------------7(四)送客服务------------------------------------------------------------------------------------------------8(五)突发事件及处理方案---------------------------------------------------------------------------------8四、会议接待方案---------------------------------------------------------------------------------------------9(一)会议准备阶段------------------------------------------------------------------------------------------9(二)会中服务阶段 -------------------------------------------------------------------------------------------10(三)茶歇菜单 ----------------------------------------------------------------------------------------------11(四)突发事件及处理方案 -----------------