酒店管理实务英语-(第二版) 本书特色

　　郭淑梅编*的这本《酒店管理实务英语（第2版） 》是《饭店管理专业英语一一培训者与培训生之间的对话》的修订版。 　　本书从五方面强化了**版教材的特色和优势，并且删除了一些次要的内容，补充了近70%的新内容。本书内容涵盖房态、西餐菜牌、某些职位的工作描述、酒店信息系统的安全、环境管理系统、能源管理、消防、营销函件的撰写、人力资源管理学术前沿、未来酒店客房的发展趋势以及未来酒店如何运营管理等。章后的补充阅读材料由原来的四个调整为两个，并且全部进行了*新。 　　本书不仅适于本科、高职旅游管理专业学生作为教材使用，而且适合其作为双语教材使用。同时，还适于业界作为酒店英语培训使用以及经营管理作为借鉴等。  

酒店管理实务英语-(第二版) 目录

get the basics right  understanding the hospitality industry  evolution of the hotel industry  concept of time-sharing  categories of hotels  hotel outlinechapter 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    reading material 1: room status code    reading material 2. position description for a guest service manager (gsm)  notes  review questionschapter 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    reading material 1. position description for an airport representative    reading material 2. emotional labor  notes  review questionschapter 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    reading material 1: aspects of control and autonomy for a room attendant    reading material 2: the electronic guestroom  notes  review questionschapter 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    reading material 1. letter of apology    reading material 2: position description for a fitness center attendant  notes  review questionschapter 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    reading material 1. employees' satisfaction with schedule    flexibility decreases staff's turnover    intention in the hotel industry    reading material 2. western restaurant menu  notes  review questionschapter 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    reading material 1: styles of background music and consumption in a bar: an empirical evaluation    reading material 2: position description for a stewarding manager  notes  review questionschapter 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    reading material 1. safety and security in hotels    reading material 2- job description fora chief security  notes  review questionschapter 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    reading material 1: what is ems and barriers to ems in the hotel industry?    reading material 2: policy and procedure for energy management  notes  review questionschapter 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    reading material 1. information security of hotel information systems    reading material 2: accounting in hotels  notes  review questionschapter 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    reading material 1: how should hotels be operated in 2020?    reading material 2: users' perceptions of twotypes of hotel reservation websites  notes  review questionschapter 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    reading material 1: e-mail template for a cold sales letter    reading material 2: e-mail template for a follow-up of the cold call  notes  review questionschapter 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    reading material 1. e-mail template for an invitation to a site inspection    reading material 2.- e-mail template for thank you letter following an event  notes  review questionschapter thirteen  human resources department  unit i  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    reading material 1. employees'satisfaction with schedule    flexibility decreases staff's turnover    intention in the hotel industry    reading material 2. does workplace fun matter?  notes  review questionsappendixes  1. different spellings of the same family name  2. useful words and expressions in hotel industryreference books致谢

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