饭店管理专业英语第二版pp全套教学教程电子课件整本书t.pptx

,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,#,饭店管理专业英语（第二版）,Hotel Management An English Reader(Second Edition),目录（,1/2,）,Unit 1 General Introduction to Hotel Management,Unit 2 Organizational Structure of a Hotel,Unit 3 Service Quality and Total Quality Management,Unit 4 Human Resources Management,Unit 5 Customer Relationship Management,Unit 6 Marketing Management,Unit 7 Accounting Management,Unit 8 Management of the Front Office,Unit 9 Case Study:a Day in the Life of a Front Office Manager,目录（,2/2,）,Unit 10 Management of the Housekeeping Department,Unit 11,Management of the Food and Beverage Department,Unit 12,Management of the Recreation Department,Unit 13,Hotel Equipment Management,Unit 14,Security and Hygiene Management,Unit 15,Management of Legal Environment,Unit 16,Hotel Management Information System,Unit 17,Operation of Hotel Groups,Unit 18,Case Study:Marriott,Key to the Exercises,Unit 1 General Introduction to Hotel Management,Pre-reading questions:,How are hotels usually classified?,Can you name any modern management concepts?,What is the situation about hotel management in China?,Unit 1 General Introduction to Hotel Management,TEXT:,Hotels are changing and will continue to change.Modern hotels develop from traditional lodging and boarding industries.In English,the word hotel covers all kinds of commercial lodging facilities.Hotel is,indeed,one of three mainstays for tourism(the other two are travel agency and transportation),and the symbol of a place as well.Like many other businesses,hotels have been affected by shifts of peoples living patterns.It was not until the end of the Second World War that the world became much more traveled.With this,hotel accelerates into its modern stage and presents new characteristics.To name a few,customers are extended from commercial travelers;emphasis is placed on scale efficiency;functions and services are expanded to meet a wide range of demands;and modern management is introduced into marketing,human resource management.,Unit 1 General Introduction to Hotel Management,TEXT:,Classification of Hotels,Hotels are classified in accordance with the normally accepted gauges,including guest resources,location,scale and service standards,etc.Such classification is a necessity in that it enables hotels to find their individual position in the market and assists customers with their right choice.Currently,hotels are put into six classes,namely,commercial(short-term)hotel,long-term hotel,holiday inn,motel,airport hotel,and conference hotel.,Commercial hotel is located in the city center,catering for commercial guests and tourists.It offers high standard of facilities,especially those for commercial purpose.,Residence or condominium is similar to apartment,and it targets those guests who will stay there long either on business or vacation.It offers suites equipped with living facilities.Hence,it charges only for daily service and involves less management.,Unit 1 General Introduction to Hotel Management,TEXT:,As its main guests are tourists and vacationers,it is often situated around beach,county,spring and forest with sufficient entertainment,say,skiing,horse-riding,fishing,boating,bowling,bar and KTV,etc.In some countries,some hotels have incorporated both the features of holiday inns and commercial hotels.,Airport hotel develops against the background of increasing passengers and tourists by air.It is principally invested by airline corporations,and some even go so far as to be located in urban areas or scenic spots,integrating transportation and tourism.,MICE(namely meeting,incentive,convention and exhibition)hotel aims for the market of various exhibitions and conferences,may it be commercial,trade or scientific.Professional personnel in such hotels are ready to be responsible for assisting the organization of conference.Normally,there are one or more conference rooms on each storey.,Unit 1 General Introduction to Hotel Management,TEXT:,Apart from classification in the above-mentioned way,hotels are categorized by related authority according to facilities available,service coverage and service quality,as is known as“star”ranging from one to five.Such classification is beneficial to consumers who can pick up the right hotels with the price they are willing to offer.On the other hand,such classification enables fair and orderly competition,safekeeping the healthy development of the industry.1 to 5 star hotels are the hotels with physical equipment,appliances and high service quality that meet the diversified demand of tourists for lodging,daily activities and entertainment in accordance with the standards of each classification complying with international standards that are evaluated through criteria:location and architecture,facilities and service convenience,service and service qualities,attendant staff,and hygiene.If a hotel is classified into a higher rank,it must have perfect service quality,physical equipment and services in order to please its customers.,Unit 1 General Introduction to Hotel Management,TEXT:,Hotel Management Introduction,Hotel management is a complex process.It involves planning,organizing,administering,controlling and coordinating a variety of resources,say,personnel,finance,material goods and information.Hotel management is,in the first place,an economic activity with the dual efficiency objectives,both economically and socially.Furthermore,hotel management is more likely to be an active coordination between inner and outer resources to achieve balance.Hotel management,therefore,carries five basic functions that are named“planning,organization,administration,coordination and control”respectively.,1)Planning:This function concerns estimating future trend on the basis of close investigation,setting up objectives,and afterwards formulating a detailed schedule to fulfill those already-made objectives.Planning stands at the doorway of hotel management,for appropriate planning secures a foreseeable and objective-oriented management and ensures timely solution to any questions coming up in the process of management.,Unit 1 General Introduction to Hotel Management,TEXT:,2)Organization:It refers to the establishment of efficient management system with a view to making good use of hotel resources.Organization could be interpreted on four different layers.It could be a feasible organization structure with clear-cut departments and management;it could also mean a unified and effective system in which definite duties and rights of different units are allocated and coordinated with harmony;thirdly,all hotel resources are organized and adjusted in accordance with real need in each period;and lastly,it is the general organization of overall activities and individual activities.,3)Administration:This function aims to promote the activities of individual departments and persons under the orders given by superiors.An order or instruction,reflecting a general decision of the hotel,is given in the form of language,either oral or written by one or several executives.Administration differs at different levels.Strategic decisions belong to top management while departmental decisions are made at department level,which are supposed to be timely,exact and plenty.,Unit 1 General Introduction to Hotel Management,TEXT:,4)Coordination:Managerial personnel make effort to adjust and interrelate different business operations within the hotel to ensure all departments develop harmoniously for the overall objectives.To realize this,there are two necessities.One is personnel,that is,to coordinate personnel relationship.Interests of individual department or unit often outweigh overall goals due to divergent views people hold.Several ways are available to settle this issue,say,communication,discussion and even rules designed for coordination.The other one is operation,as different departments or units cannot work in a uniform rhythm when they are doing things of different nature and requirements.It may be achieved by coordinating efforts in terms of work quantity,procedures,operation rules and environment.,Unit 1 General Introduction to Hotel Management,TEXT:,5)Control:It is to inspect and supervise how well the planning has been going on,which is crucial to the accomplishment of objectives.With this function,potential and real problems could be promptly identified and ratified.Control can be further divided into passive one and active one.Passive control is realized though the gauge formulated in advance.To prevent deviation from occurring,a variety of standards are set up with respect to cost,expenditure,service standards,and hygiene standards etc.Yet control is put into operation throughout the whole business process,as is referred to as active control consisting of pre-,mid-and past-control.Pre-control is to eliminate foreseeable problems before operation begins and take precautions.Mid-control is based on efficient feedback system to spot and rectify problems promptly while the operation is going on.Past-control is undertaken when the operation comes to an end.Business results will be compared with already-made standards,and in case of deviation,redemption methods should be rightly available.,Unit 1 General Introduction to Hotel Management,TEXT:,Modern Hotel Management Concepts,Management concepts serve as guidelines for managerial staff.One new concept may bring about virtually different management manners and structure.Generally speaking,modern management concepts have revolved around the following six points.,1)Market concept:Management has been turning to customer-and market-oriented in almost every business field,though it was not introduced into China until this reform age.Armed with this concept,managerial personnel are supposed to be acquainted with service and management of their counterparts(domestic or overseas)and be well-informed of market demand as well.This means that hotel management is not only to be in tune with market changes but also to create market demand after analyzing potential market.,2)Competition concept:Competition cause difference in individuals market shares and profits.Competition is the product of market,giving rise to managers sense of crisis.The core of competition boils down to the quality of service and the corresponding price.,Unit 1 General Introduction to Hotel Management,TEXT:,3)Risk concept:Risk is inevitable in market for individual businesses.A number of businesses may go bankrupt every year when failing to survive market risks.Therefore,managers are expected to be fully aware of market risks and to be ready for proper reaction.,4)Information concept:In information era,timely and accurate information shall bring more benefits to the hotel,and if not so,it may bring serious losses.Information controls the variation of materials(such as menu,production and sale).Therefore,hotel managers are expected to keep information concept in their minds.They shall pay attention to the significance of information,keep getting increasingly more information,and enhance the ability to handle the information.,Unit 1 General Introduction to Hotel Management,TEXT:,5)Legal concept:Market economy is also legal economy,where a healthy market shall also be a normative and legal market.Hotels,the players in market,shall be governed by the relevant laws and regulations of market entry,competition and relation settlement between them.Thus,hotel operator shall establish a strong legal concept,to know,understand,comply and apply the laws and by which,they may be able to protect their rights and interests.,6)Strategy concept:It is also known as the concept of development.It is critical to an enterprise to conduct overall planning or strategy to survive the complex and ever-changing world.Strategy concerns both the drafting and appraisal of various development plans and the final decision on one plan.While more hotels are evolving into larger scale and are faced with even tenser competition,strategy is vital for the steady growth of a hotel.Therefore,managerial staff in hotels are supposed to pay attention to the long-run development and choose right strategic objectives.,Unit 1 General Introduction to Hotel Management,TEXT:,Ongoing Changes of Hotel Management,It can be safely said that wherever the jobs are and concentrations of economic activities occur,hotels will follow.The national economic expansion since reform and opening up has increased the personal wealth of large numbers of the population and provided an unprecedented number of new jobs to the society.This,in turn,has spurred a new boom in hotel development.Among other current and ongoing“influences”such as hotel design,construction,marketing,and operation(this list is neither exhaustive nor exclusive),demographics play a major role in this regard and will continue to exert its influence in the foreseeable future.With continuous development and reform,the population of the country will be healthier and more well-educated than previous generations.These facts will present new challenges and opportunities to all businesses,and hotel is not an exception.,Unit 1 General Introduction to Hotel Management,TEXT:,Nowadays most travelers expect that the hotel rooms they rent will allow them to be as productive as they are in the office or at home.Increasingly,with portable computing,personal data assistants(PDAs),wireless communication,and virtually everything somehow connected to the Internet,hotels have to provide services and access that allow guests seamless transition from the business,travel,or home environment to that of the hotel.The concept of market segmentation,which ever increasingly finely tuned market definitions,will dictate hotel structures and organizations,and management tactics that are designed to pay particular attention to those market segments,which have become even more important to the management of hospitality service businesses.With the increased power in the information and data manipulation realm,hotels have access to ever-expanding databases of guests and are creating new products to satisfy those markets and fill market niches.One of the effects of the new demographics is the emergence of vacation resortsa modern incarnation of the time-share properties of several decades ago.Because these are being developed and operated by“brand”hotel companies and are marketed to that affluent,healthy,well-educated population segment,resort managers have to learn some new managerial realities.Hotels,restaurants,and travel services are now seen as unique entities that dictate special kinds of managerial techniques and strategies.,Unit 1 General Introduction to Hotel Management,TEXT:,Variations of peoples travel patterns have also altered the way in which we manage our hotel properties.Sufficient airline resources and affordable prices lure millions of people into traveling each year with the hub/spoke design of airline services.Many hotel companies are now locating major hotel properties adjacent to hub