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饭店管理英语【2025|PDF下载-Epub版本|mobi电子书|kindle百度云盘下载】

郭兆康主编著
出版社：上海：上海交通大学出版社
ISBN：7313031114
出版时间：2002
标注页数：306页
文件大小：23MB
文件页数：320页
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图书目录

Unit 11

An Overview of Hotel Management1

Text: Hotel Management Defined1

Dialog: Types of Hotels5

Case study: Yield Management6

Exercises12

Unit 220

The Philosophy of Hotel Management20

Text: The Essence of Hotel Management Philosophy20

Dialog: Different Philosophies23

Case study: The Savoy Group25

Exercises28

Unit 338

Basic Functions of Hotel Management (I)38

Text: Managers as Planners and Organizers38

Dialog: The Sales Department42

Case study: The City Grill43

Exercises48

Unit 458

Basic Functions of Hotel Management (II)58

Text: Managers as Leaders and Controllers58

Dialog: An Interview about Leadership61

Case study: Group Control63

Exercises67

Unit 576

Communication76

Text: What Is Communication76

Dialog: On Managerial Functions of Communication79

Case study: Analyzing the Lines of Communication81

Exercises84

Unit 694

Team Work & Team Building94

Text: How to Build a team94

Dialog: Outside Caterers'Management Meeting97

Case study: Developing a Management Team in a Large Hotel98

Exercises103

Unit 7112

Motivation & Hotel Management112

Text: Creating a Positive Motivational Environment112

Dialog: A Job Interview115

Case study: Needs Recognition117

Exercises120

Unit 8127

Total Quality Management127

Text: The Principles of Total Quality Management127

Dialog: The Steak Is Not Fresh131

Case study: Dealing With Guests'Complaints132

Exercises136

Unit 9145

Sales & Marketing145

Text: Marketing Cycle145

Dialog: The Sales Department148

Case study: The Corporate Market149

Exercises154

Unit 10166

Front Office Management166

Text: All for the Increase of Occupancy Rate166

Dialog: Dealing with a Reservation Mix-up169

Case study: Achieving Customer Satisfaction170

Exercises174

Unit 11184

Housekeeping Management184

Text: Your Last Look and the Guests'First Look184

Dialog: Claiming for Damage and Loss187

Case study: Job List Analysis188

Exercises193

Unit 12202

Food & Beverage Management202

Text: Tastes Differ Where Management Ends202

Dialog: Collecting Job Analysis Information205

Case study: 100 Yen Sushi House207

Exercises210

Unit 13218

Cost Control Management218

Text: Managerial Accounting218

Dialog: Daily Income Audit221

Case study: Daily Report Analysis222

Exercises226

Unit 14236

Human Resources Management236

Text: Making the Best Choice236

Dialog: Telephone Conversation239

Case study: Staff Handbook240

Exercises244

Unit 15254

Management & Safety-security254

Text: Securitization of the Hotel254

Dialog: Security Is Your Business257

Case study: Responding to a Crisis258

Exercises263

Unit 16272

Engineering Management272

Text: Maintenance Retains the Fame272

Dialog: Water for Hotels275

Case study: Lift Emergency276

Exercises281

Unit 17289

Green Hotel289

Text: Hotel Environmental Management System289

Dialog: Environmental Protection Program292

Case study: Protection Leads to Profitability294

Exercises298

主要参考书目306