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Unit 1 1

An Overview of Hotel Management 1

Text: Hotel Management Defined 1

Dialog: Types of Hotels 5

Case study: Yield Management 6

Exercises 12

Unit 2 20

The Philosophy of Hotel Management 20

Text: The Essence of Hotel Management Philosophy 20

Dialog: Different Philosophies 23

Case study: The Savoy Group 25

Exercises 28

Unit 3 38

Basic Functions of Hotel Management (I) 38

Text: Managers as Planners and Organizers 38

Dialog: The Sales Department 42

Case study: The City Grill 43

Exercises 48

Unit 4 58

Basic Functions of Hotel Management (II) 58

Text: Managers as Leaders and Controllers 58

Dialog: An Interview about Leadership 61

Case study: Group Control 63

Exercises 67

Unit 5 76

Communication 76

Text: What Is Communication 76

Dialog: On Managerial Functions of Communication 79

Case study: Analyzing the Lines of Communication 81

Exercises 84

Unit 6 94

Team Work & Team Building 94

Text: How to Build a team 94

Dialog: Outside Caterers'Management Meeting 97

Case study: Developing a Management Team in a Large Hotel 98

Exercises 103

Unit 7 112

Motivation & Hotel Management 112

Text: Creating a Positive Motivational Environment 112

Dialog: A Job Interview 115

Case study: Needs Recognition 117

Exercises 120

Unit 8 127

Total Quality Management 127

Text: The Principles of Total Quality Management 127

Dialog: The Steak Is Not Fresh 131

Case study: Dealing With Guests'Complaints 132

Exercises 136

Unit 9 145

Sales & Marketing 145

Text: Marketing Cycle 145

Dialog: The Sales Department 148

Case study: The Corporate Market 149

Exercises 154

Unit 10 166

Front Office Management 166

Text: All for the Increase of Occupancy Rate 166

Dialog: Dealing with a Reservation Mix-up 169

Case study: Achieving Customer Satisfaction 170

Exercises 174

Unit 11 184

Housekeeping Management 184

Text: Your Last Look and the Guests'First Look 184

Dialog: Claiming for Damage and Loss 187

Case study: Job List Analysis 188

Exercises 193

Unit 12 202

Food & Beverage Management 202

Text: Tastes Differ Where Management Ends 202

Dialog: Collecting Job Analysis Information 205

Case study: 100 Yen Sushi House 207

Exercises 210

Unit 13 218

Cost Control Management 218

Text: Managerial Accounting 218

Dialog: Daily Income Audit 221

Case study: Daily Report Analysis 222

Exercises 226

Unit 14 236

Human Resources Management 236

Text: Making the Best Choice 236

Dialog: Telephone Conversation 239

Case study: Staff Handbook 240

Exercises 244

Unit 15 254

Management & Safety-security 254

Text: Securitization of the Hotel 254

Dialog: Security Is Your Business 257

Case study: Responding to a Crisis 258

Exercises 263

Unit 16 272

Engineering Management 272

Text: Maintenance Retains the Fame 272

Dialog: Water for Hotels 275

Case study: Lift Emergency 276

Exercises 281

Unit 17 289

Green Hotel 289

Text: Hotel Environmental Management System 289

Dialog: Environmental Protection Program 292

Case study: Protection Leads to Profitability 294

Exercises 298

主要参考书目 306