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。
*須參加學習活動:飯店參訪住宿與神秘客評比/ 前檯、業務、總經理與各部門演講分享/ 飯店SHOW ROOM演練。
*密集課程時間，依正式課程開始與同學討論後滾動式調整。The staff of the guest department are literally people who create images on the first line. Housekeepers are often the first person to meet guests; while large-scale service supervisors, luggage attendants and welcome members may be the first employees to see when travelers arrive at the store. They need to have a variety of talents and skills to meet the needs of passengers and make their passenger work full of fun and value. Since there have been no two passengers, two hotels, or two days of events that have happened completely the same, the customer work is full of excitement and challenge, and the moving service quality creates loyalty and a strategy of continuous operation.
*Study activities must be participated in: hotel visits and accommodations and mysterious customers/previous lectures and sharing, business, general manager and departments/hotel SHOW ROOM practice.
*Intensive course time, after discussion with classmates starting with the formal course.
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 Passenger Department Operation and Management
Author: Michael L. Kasavan, Richard M. Brooks
Translator: Lin Hanming, Lu Liqin, Guo Xinyi/Editor
Publisher: Dingmao
Publication date: July 20, 2007
Language: Traditional Chinese ISBN: 9789868326163
Decoration: Flat
| 評分項目 Grading Method | 配分比例 Grading percentage | 說明 Description |
|---|---|---|
| 作業作業 Action |
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 |
