Comprehensive English for Hotel Management

封面页
书名页
版权页
前言页
目录页
Unit 1
An Overview of Hotel Management
Text: Hotel Management Defined
Dialog:Types of Hotels
Case Study: Yield Management
Exercises
Unit 2
The Philosophy of Hotel Management
Text: The Essence of Hotel Management Philosophy
Dialog: Different Philosophies
Case Study: The Savoy Group
Exercises
Unit 3
Basic Functions of Hotel Management(Ⅰ)
Text: Managers as Planners and Organizers
Dialog: The Sales Department
Case Study: The City Grill
Exercises
Unit 4
Basic Functions of Hotel Management(Ⅱ)
Text: Managers as Leaders and Controllers
Dialog: An Interview about Leadership
Case Study: Group Control
Exercises
Unit 5
Communication
Text: What Is Communication
Dialog: On Managerial Functions of Communication
Case Study: Analyzing the Lines of Communication
Exercises
Unit 6
Team Work & Team Building
Text: How to Build a Team
Dialog: Outside Caterers' Management Meeting
Case Study: Developing a Management Team in a Large Hotel
Exercises
Unit 7
Motivation & Hotel Management
Text: Creating a Positive Motivational Environment
Dialog: A Job Interview
Case Study: Needs Recognition
Exercises
Unit 8
Total Quality Management
Text: The Principles of Total Quality Management
Dialog: The Steak Is Not Fresh
Case Study: Dealing with Guests' Complaints
Exercises
Unit 9
Sales & Marketing
Text: Marketing Cycle
Dialog: The Sales Department
Case Study: The Corporate Market
Exercises
Unit 10
Front Office Management
Text: All for the Increase of Occupancy Rate
Dialog: Dealing with a Reservation Mix-up
Case Study: Achieving Customer Satisfaction
Exercises
Unit 11
Housekeeping Management
Text: Your Last Look and the Guests' First Look
Dialog: Claiming for Damage and Loss
Case Study: Job List Analysis
Exercises
Unit 12
Food & Beverage Management
Text: Tastes Differ Where Management Ends
Dialog: Collecting Job Analysis Information
Case Study: 100 Yen Sushi House
Exercises
Unit 13
Cost Control Management
Text: Managerial Accounting
Dialog: Daily Income Audit
Case Study: Daily Report Analysis
Exercises
Unit 14
Human Resources Management
Text: Making the Best Choice
Dialog: Telephone Conversation
Case Study: Staff Handbook
Exercises
Unit 15
Management & Safety-security
Text: Securitization of the Hotel
Dialog: Security Is Your Business
Case Study: Responding to a Crisis
Exercises
Unit 16
Engineering Management
Text: Maintenance Retains the Fame
Dialog: Water for Hotels
Case Study: Lift Emergency
Exercises
Unit 17
Green Hotel
Text: Hotel Environmental Management System
Dialog: Environmental Protection Program
Case Study: Protection Leads to Profitability
Exercises
主要参考书目
封底