客務部的員工按字面講就是在第一線創造形象的人。訂房員常常是接觸客人的第一人；而大廳服務主管、行李員和迎賓員可能是旅客抵店時最先見到的員工。他們需要具備多種才幹和技能，才能滿足旅客的需要並使客務工作充滿樂趣和價值。由於從來沒有兩位旅客、兩家旅館或兩天發生的事情完全雷同，因而客務的工作充滿了刺激和挑戰，令人感動的服務品質造就忠誠度更為永續經營的策略。The employees in the customer service department are literally the people who create the image on the front line. Reservation clerks are often the first people who come into contact with guests; lobby service supervisors, bellhops, and greeters may be the first employees that travelers see when they arrive at a hotel. They need a variety of talents and skills to meet the needs of travelers and make guest service fun and rewarding. Since no two travelers, two hotels, or two days have exactly the same thing, guest service work is full of excitement and challenges. Impressive service quality creates loyalty and a more sustainable business strategy.
前檯泛指客務部的員工，訂房員常常是接觸客人的第一人；而大廳服務主管、行李員和迎賓員可能是旅客抵店時最先見到的員工。他們需要具備多種才幹和技能，才能滿足旅客的需要並使客務工作充滿樂趣和價值。由於服務的不可預期性，因而客務的工作充滿了刺激和挑戰。魔鬼就在細結裡，這堂課程教導你/妳學習飯店裡最迷人的基本工。本課程旨在探討之內容，以旅館客房與房務管理為主；以期學習者對旅館系統有整體的認知,並能進而在日後做有效的實務經驗之運用。
The front desk generally refers to the employees in the guest service department. Room reservation clerks are often the first person to come into contact with guests; while lobby service supervisors, bellmen, and greeters may be the first employees that travelers see when they arrive at the hotel. They need a variety of talents and skills to meet the needs of travelers and make guest service fun and rewarding. Due to the unpredictability of service, customer service work is full of excitement and challenges. The devil is in the details. This course teaches you the most fascinating basic skills in a hotel. The content of this course is mainly focused on hotel guest rooms and housekeeping management, with the hope that learners will have an overall understanding of the hotel system and be able to apply effective practical experience in the future.
旅館客務部營運與管理
作者：Michael L. Kasavan、Richard M. Brooks
譯者：林漢明、龐麗琴、郭欣易/編譯
出版社：鼎茂
出版日期：2007年07月20日
語言：繁體中文 ISBN：9789868326163
裝訂：平裝
Hotel guest service department operation and management
Author: Michael L. Kasavan, Richard M. Brooks
Translators: Lin Hanming, Pang Liqin, Guo Xinyi/Compiled
Publisher: Dingmao
Publication date: July 20, 2007
Language: Traditional Chinese ISBN: 9789868326163
Binding: paperback
| 評分項目 Grading Method | 配分比例 Grading percentage | 說明 Description |
|---|---|---|
| 作業作業 Homework |
25 | |
| 期中考期中考 midterm exam |
25 | |
| 期末考期末考 final exam |
25 | |
| 出席出席 Attend |
25 |
