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酒店管理实务英语（第二版）

样章
作者：
郭淑梅
定价：
44.70元
ISBN：
978-7-04-042267-2
版面字数：
550.000千字
开本：
16开
全书页数：
481页
装帧形式：
平装
重点项目：
暂无
出版时间：
2015-06-23
读者对象：
高等教育
一级分类：
管理
二级分类：
旅游管理
三级分类：
旅游管理

本书是《饭店管理专业英语——培训者与培训生之间的对话》的修订版。

本书从五方面强化了第一版教材的特色和优势，并且删除了一些次要的内容，补充了近70％的新内容。本书内容涵盖房态、西餐菜牌、某些职位的工作描述、酒店信息系统的安全、环境管理系统、能源管理、消防、营销函件的撰写、人力资源管理学术前沿、未来酒店客房的发展趋势以及未来酒店如何运营管理等。章后的补充阅读材料由原来的四个调整为两个，并且全部进行了更新。

本书不仅适于本科、高职旅游管理专业学生作为教材使用，而且适合其作为双语教材使用。同时，还适于业界作为酒店英语培训使用以及经营管理作为借鉴等。

  • 前言
  • Get the Basics Right
    • Understanding the Hospitality Industry
    • Evolution of the Hotel Industry
    • Concept of Time -sharing
    • Categories of Hotels
    • Hotel Outline
  • Chapter One Front Office Department (1)
    • Unit 1 Position Description for a Front Desk Guest Service Agent
    • Unit 2 Tasks for Front Desk Morning Shift and the Hotel Grooming Standards
    • Unit 3 Tasks for Front Desk Afternoon Shift
    • Unit 4 Tasks for Front Desk Night Shift
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Two Front Office Department (2)
    • Unit 1 Guest Check -in and Check -out Procedure
    • Unit 2 Main Tasks for Concierge Staff and Their Respective Working Procedures
    • Unit 3 Main Tasks for Business Center Staff and Their Respective Working Procedures
    • Unit 4 Main Tasks for Operators and Their Respective Working Procedures
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Three Housekeeping Department (1)
    • Unit 1 Making a Bed and Cleaning a Guest Bathroom
    • Unit 2 Cleaning a Guest Room and Pest Control
    • Unit 3 Providing Turn -down Service
    • Unit 4 Managing Mini -bar Beverage/Conducting Linen and Uniform Inventory
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Four Housekeeping Department (2)
    • Unit 1 Handling Lost and Found and Other Tasks
    • Unit 2 Position Descriptions for an Order Taker and Keys Control
    • Unit 3 Handling Guest Laundry and Duties for a Laundry Attendant
    • Unit 4 Cleaning Public Areas
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Five Food & Beverage Department (1)
    • Unit 1 Position Description for an F&B Hostess
    • Unit 2 Table Setup and Chinese Dinner Serving Procedure
    • Unit 3 Work at Western Restaurant and Buffet Service Procedure
    • Unit 4 Room Service
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Six Food & Beverage Department (2)
    • Unit 1 Position Description for a Banquet Associate at a Banquet Service
    • Unit 2 Lobby Lounge/Bar Opening and Closing Checklist and Beverage Service
    • Unit 3 Outlets’ Communication with Both Kitchen and Stewarding
    • Unit 4 Handling Guest Complaints
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Seven Security Department
    • Unit 1 Safety and Fire Prevention Guidelines
    • Unit 2 Preventing Theft
    • Unit 3 Position Description for Security Guards and Patrolling in the Hotel
    • Unit 4 Fire Emergency Plan
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Eight Engineering Department
    • Unit 1 Handling Maintenance Requests
    • Unit 2 Position Description for a Storekeeper and Engineering Tools Management
    • Unit 3 Outsourcing Service
    • Unit 4 Preventive Maintenance Work
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Nine Accounting Department
    • Unit 1 Position Description for a General Cashier
    • Unit 2 Credit Management
    • Unit 3 Handling Purchases and Main Duties for a Purchaser
    • Unit 4 Controlling Hotel Costs
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Ten Sales and Marketing Department (1)
    • Unit 1 Marketing Strategy and Marketing Mix
    • Unit 2 Hotel Revenue Management
    • Unit 3 Position Description for an Online Distribution Specialist
    • Unit 4 Handling Reservations
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Eleven Sales and Marketing Department (2)
    • Unit 1 Position Description for a Sales Specialist
    • Unit 2 Basics for Sales People
    • Unit 3 Preparing for a Sales Call and Negotiating with Potential Customers
    • Unit 4 Sales Contracts
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Twelve Sales and Marketing Department (3)
    • Unit 1 Position Description for a Catering Sales Specialist
    • Unit 2 Handling the Events
    • Unit 3 Event Arrangement and Banquet Event Order
    • Unit 4 Event Management from Perspectives of Diagnostics and Assessment
    • Supplementary Readings
    • Notes
    • Review Questions
  • Chapter Thirteen Human Resources Department
    • Unit 1 Interviewing and Recruiting New Staff
    • Unit 2 Orientation and Training for New Employees
    • Unit 3 Signing Employment Contract
    • Unit 4 Performance Evaluation, Motivation and Career Advancement
    • Supplementary Readings
    • Notes
    • Review Questions
  • Appendixes
    • 1. Different Spellings of the Same Family Name
    • 2.Useful Words and Expressions in Hotel Industry
  • Reference Books
  • 致谢
  • 版权

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