酒店管理

1 INTRODUCTION TO HOTEL INDUSTRY

Classification and Rating of Hotels

Basic Types of Hotel Properties

Hotel Industry Characteristics

Measuring Hotel Performance

Partners in the Hotel Industry

The Structure of the Hotel Industry

2 THE MANAGEMENT OF HOTEL

Management Functions

Content of Hotel Management

Hotel Genera] Manager

Examples of Best Practice in U. S. Hotel Industry

Information System Management

3 HOTEL QUALITY MANAGEMENT

Quality and Quafity Management System

Total Quality Management

4 THE ROOM DIVISION

The Front Office Department Function

The Housekeeping Department Function

Interactians

5 THE FOOD AND BEVERAGE DEPARTMENT

Food & Beverage Oudets

Jobs in Food and Beverage Department

Process of Food Service

Room Service Operation

Banquet Operations： Profit Opportunities

Alcoholic Beverage Service in Hotels

6 THE HEMAN RESOURCE DEPARTMENT

Role of Human Resource Department

Challenges in Modem HRM

Activities of Human Resource Department

7 THE SALES AND MARKETING DEPARTMENT

What Does a Marketing Department Do

Segmentation of tire Sales and Marketing Department

Functions of tire Sales and Marketing Department

Reporting，Measurement， Feedback and Control Systems

8 THE ACCOUNTING DEPARTMENT

Responsibilities

Financial Reporting

Budgeting

9 THE ENGINEERING AND MAINTENANCE DEPARTMENT

System of Maintenance Management

Areas of Responsibility

Interactions

Managing Maintenance

Managing Utilities

10 THE SAFETY AND SECURITY DEPARTMENT

Persona] Safety

Properly Security

Liability for Damage or Loss to Guest Property

Departmental—specific Threats

11 INTERNATIONAL HOTEL INDUSTRY DEVELOPMENT

International Hotel Management Groups

World's largest Hotel Companies and Largest Hotels

Challenges Confronting the Hotel Industry

Issues in Hotel Industry

Trends In Hotel Industry

REFERENCES

《酒店管理（英文版）》的案例涵盖了经营、服务、营销、设计、前台、财务、工程、餐饮、人力资源、安全保卫、企业文化等各个方面，尽量展现酒店管理的全貌。《酒店管理（英文版）》的案例考虑了时代性，并具有新意和典型示范作用。