饭店管理实务英语课程教学支持资源

饭店管理实务英语课程教学支持资源主编:郭淑梅副主编:李松柏杜宗斌HOTELOPERATIONSANDMANAGEMENTDIALOGSBETWEENATRAINERANDATRAINEECONTENTSChapterOne:HotelHistoryandHotelOrganizationChapterTwo:FrontOfficeDepartmentChapterThree:HousekeepingDepartment(1)ChapterFour:HousekeepingDepartment(2)ChapterFive:HousekeepingDepartment(3)ChapterSix:Food&BeverageDepartment(1)ChapterSeven:Food&BeverageDepartment(2)CONTENTSChapterEight:Food&BeverageDepartment(3)ChapterNine:SecurityDepartmentChapterTen:Sales&MarketingDepartmentChapterEleven:AccountingDepartmentChapterTwelve:EngineeringDepartmentChapterThirteen:HumanResourcesDepartmentChapterFourteen:TrendsforHospitalityIndustryChapterOne:HotelHistoryandHotelOrganizationUnit1:EvolutionofHotelIndustryUnit2:CategoriesofHotelsUnit3:HotelOutlineandItsOrganizationChartChapterOne:HotelHistoryandHotelOrganizationChapterObjectives:EvolutionofhotelindustryCategoriesofhotelsBasicfunctionsofeachdepartmentResponsibleareafordepartmentalordivisionalheadsandaboveHotelorganizationchartUnit1:EvolutionofHotelIndustryI.TransportationdevelopmentcaravansaryStagecoachinEnglandin1658carsplanesUnit1:EvolutionofHotelIndustryII.EvolutionofhotelindustryA.Firstlodgingchainin1769inNorthAmericaB.Multi-unitlodgingchainin20thcenturyC.AmericanhoteltycoonsEllsworthStatlerErnestHendersonConradHiltonKenmmonsWilsonUnit1:EvolutionofHotelIndustryD.Conceptoftime-sharingE.TravelandtourismcontributiontotheeconomiccloutintheworldUnit2:CategoriesofHotelsI.HotelsclassificationaccordingtotheirlocationsDowntownhotelResorthotelSuburbanhotelMotelAirporthotelUnit2:CategoriesofHotelsII.HotelsclassificationaccordingtotheirratesBoutiquehotelLuxury/deluxehotelUpscalehotelMid-tierhotelandmotelEconomy/limitedservicehotelUnit2:CategoriesofHotelsIII.Hotelsclassificationaccordingtotheirroomstructure,configurationandfacilitiesAll-suitehotelExtended-stayproperties/apartmenthotelResortsandtime-sharepropertiesInnsCasinohotelCruiseshipsUnit3:HotelOutlineandItsOrganizationChart2.HousekeepingFloorLaundryMini-barLostandFoundHealthClub/FitnessCenteretcUnit3:HotelOutlineandItsOrganizationChart3.FoodandBeveragedepartmentOutletsKitchensandetcUnit3:HotelOutlineandItsOrganizationChart4.Sales&MarketingDepartmentfocusonanalyzingthemarketingplantoreachpotentialcustomers,thensellandbookreservations.5.AccountingDepartmenttracksallincomingrevenueandoutgoingcash.ItbalancesthebooksandhasclosecommunicationwiththeGeneralManagerandotherswithpowertodecidehowmoneyismadeandspent.Unit3:HotelOutlineandItsOrganizationChart6.EngineeringorMaintenanceDepartmentmaintainsmostoftheequipmentandmachineryonthepropertyandkeepsitinworkingorder.7.SecurityDepartmentaddressesconcernsrangingfromhandlinghazardous(19)wastetosecuringthebuildingagainstanythreatsandprotectingtheproperty/thestaff,andtheirbelongings.Unit3:HotelOutlineandItsOrganizationChart8.HumanResourcesDepartmentoverseesallmattersrelatingtostaff,fromrecruitingandhiringtosettingsalaryrangesandbenefits.Unit3:HotelOutlineandItsOrganizationChartII.ResponsibilitiesfordepartmentalordivisionalheadsandaboveGeneralManagerResidentManagerExecutiveHousekeeperFrontOfficeManagerFood&BeverageManagerSalesandMarketingDirectorFinancialControllerChiefEngineerChiefSecurityHumanResourcesManagerUnit3:HotelOutlineandItsOrganizationChartIII.Hotelorganizationchart(Seepage17)ChapterTwo:FrontOfficeDepartmentUnit1:GuestCheck-inandCheck-outProcedureUnit2:JobDescriptionsforConciergeStaffandWorkingProceduresUnit3:JobDescriptionsforBusinessCenterStaffandWorkingProceduresUnit4:JobDescriptionsforOperatorsandWorkingProceduresChapterTwo:FrontOfficeDepartmentChapterObjectives:Guestcheck-inandcheck-outprocedureJobdescriptionsforconciergestaffWorkingproceduresforconciergestaffJobdescriptionsforBusinessCenterstaffWorkingproceduresforBusinessCenterstaffJobdescriptionsforOperatorsWorkingproceduresforOperatorsUnit1:GuestCheck-inandCheck-outProcedureI.Check-inprocedureGuestarrivesatthehotel.Guestwithoutreservation-walk-inGuestwithreservationGroup/meetinggroupGreetaguestandaskhim/herwhetherhe/shehasareservationornot.Introduceroomtypesplusspecialattractions,includingtheroomrateFindthereservationforthisguest,andconfirmtheparticularsviacomputerConfirmthegroupname,no.ofrooms,anychanges.Distributekeystothelocalguide/organizerandaskhisorhersignatureandcontactno.Confirmtheneedforwake-upcalls,breakfasttime,andluggagepick-uptimeandotherdetails.Allocatetheroom(s)AssisttheguestinfillingtheRegistrationCardandconfirmthemodeofpaymentandhandleaccordingly.Maketheroomkey,fillinthewelcomecardAskthebellboytoescorttheguesttohis/herroom,updatetheinformationinthecomputeranddothefilingaccordingly.Unit1:GuestCheck-inandCheck-outProcedureII.Longstayguestcheck-inBlocktheroominadvanceAskHousekeepingDepartmenttopreparewelcomegiftsaccordingtohotelpolicyWelcomeletterwithGM’ssignatureMakearoomkeyandaskthebellboytotestitDoublecheckwithHousekeepingregardinggiftsoncheck-indayPassthereservationsheet,RCandroomkeytoDutyManager(DM)whowillassisttheguestwithcheck-inwhentheguestarrive