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
  eful Words and Expressions in Hotel Industry
 Reference Books
 致谢
 版权