饭店管理实务英语 培训者与培训生之间的对话PDF|Epub|txt|kindle电子书版本网盘下载

饭店管理实务英语 培训者与培训生之间的对话PDF格式电子书版下载

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Chapter One Hotel History and Hotel Organization1

Unit 1 Evolution of Hotel Industry3

Unit 2 Categories of Hotels7

Unit 3 Hotel Outline and Its Organization Chart11

Supplementary Readings17

Reading Material 1:Hotel Rating Systems17

Reading Material 2:A Day in the Life of Hotel GM of Keaton Woods18

Reading Material 3:Normal Activities of a Hotel Manager at Riu19

Reading Material 4:Noted Hospitality Leader Elaine G.Etess21

Notes22

Review Questions25

Chapter Two Front Office Department27

Unit 1 Guest Check-in and Check-out Procedure29

Unit 2 Job Descriptions for Concierge Staff and Working Procedures40

Unit 3 Job Descriptions for Business Center Staff and Working Procedures47

Unit 4 Job Descriptions for Operators and Working Procedures54

Supplementary Readings59

Reading Material 1:A Day in the Life of Front Desk Clerk59

Reading Material 2:A Concierge Manager's Day60

Reading Material 3:Guest Histories62

Reading Material 4:Antifraud Passports63

Notes63

Review Questions67

Chapter Three Housekeeping Department(1)69

Unit 1 Making a Bed71

Unit 2 Cleaning the Guest Bathroom73

Unit 3 Cleaning the Guest Room and Pest Control77

Unit 4 Cleaning Public Area/Carpet Spot Cleaning/Cleaning the Office and Locker Room85

Supplementary Readings94

Reading Material 1:Executive Housekeeper at the White House94

Reading Material 2:The Importance of Details96

Reading Material 3:Meeting the Cleaning Challenges of an All-suite Hotel96

Reading Material 4:Spot Removal Tips97

Notes98

Review Questions102

Chapter Four Housekeeping Department(2)103

Unit 1 Providing Turn-down Service105

Unit 2 Managing Mini-bar Beverage/Conducting Linen and Uniform Inventory112

Unit 3 Checking Room Status117

Unit 4 Handling Guest Laundry120

Supplementary Readings123

Reading Material 1:The Executive Housekeeper's Day123

Reading Material 2:Expert's Cleaning Tips124

Reading Material 3:The Damp Sheet Saya125

Reading Material 4:Overhaul the Outmoded Laundry126

Notes128

Review Questions129

Chapter Five Housekeeping Department(3)131

Unit 1 Controlling Keys and Master Keys/Job Descriptions for an OrderTaker133

Unit 2 Handling the Daily Work Report138

Unit 3 Handling Lost and Found142

Unit 4 Scheduling Guest Room Maintenance147

Supplementary Readings153

Reading Material 1:Cleaning Specialty Hotels153

Reading Material 2:To Catch a Thief154

Reading Material 3:Is It Safer to Have the Door Open or Closed during Room Cleaning?155

Reading Material 4:Surprise Inspections156

Notes156

Review Questions158

Chapter Six Food & Beverage Department(1)159

Unit 1 Serving Breakfast in a Chinese Restaurant161

Unit 2 Serving Chinese Lunch166

Unit 3 Serving Chinese Dinner170

Unit 4 Private Dining Room(PDR)Service172

Supplementary Readings175

Reading Material 1:Menu Design175

Reading Material 2:Chef Supreme Auguste Escoffier176

Reading Material 3:Rothschild's Winery177

Reading Material 4:The Diner178

Notes179

Review Questions182

Chapter Seven Food & Beverage Department(2)183

Unit 1 Breakfast Buffet in a Western Restaurant185

Unit 2 Serving Lunch/Dinner Buffet in a Western Restaurant187

Unit 3 Serving A-La-Carte in a Western Restaurant190

Unit 4 Handling Guest Complaints192

Supplementary Readings194

Reading Material 1:A Day in the Life of Sommelier194

Reading Material 2:"Father"of Champagne195

Reading Material 3:A Day in the Life of a Chef197

Reading Material 4:A Club Manager's Day of Life198

Notes200

Review Questions201

Chapter Eight Food & Beverage Department(3)203

Unit 1 Room Service205

Unit 2 Setting-up a Banquet207

Unit 3 Serving Coffee,Tea and Cakes in a Lobby Lounge210

Unit 4 Outlets Communicating with Kitchen and Stewarding213

Supplementary Readings214

Reading Material 1:Hot'N Now214

Reading Material 2:Informed About Destination Health Risks215

Reading Material 3:Food Sculpting216

Reading Material 4:Chef's Uniform216

Notes217

Review Questions219

Chapter Nine Security Department221

Unit 1 Safety and Fire Prevention Guidelines/Dealing with the Fire Situation223

Unit 2 Preventing Theft225

Unit 3 Patrolling in the Hotel227

Unit 4 Job Descriptions for Fire Control Center Staff229

Supplementary Readings230

Reading Material 1:Rules and Regulations for Internet Security Management230

Reading Material 2:Cruise Safety231

Notes232

Review Questions234

Chapter Ten Sales & Marketing Department235

Unit 1 Handling Reservation237

Unit 2 Preparing for a Sales Call/Negotiating with Potential241

Customers241

Unit 3 Following up a Sales Call245

Unit 4 Handling Visiting Patrons255

Supplementary Readings262

Reading Material 1:A Meeting Planner's Day of Life262

Reading Material 2:Market Analyst263

Reading Material 3:Environmental Friendly Meetings264

Reading Material 4:Travel Agency Pioneer Thomas Cook265

Notes266

Review Questions268

Chapter Eleven Accounting Department269

Unit 1 Job Descriptions for a General Cashier271

Unit 2 Purchasing Department274

Unit 3 Controlling Hotel Costs277

Unit 4 Daily Control of Accounts Receivable283

Supplementary Readings285

Reading Material 1:Break-even Occupancy285

Reading Material 2:Currency285

Reading Material 3:Master of Hotel Finance Conrad Hilton286

Notes288

Review Questions289

Chapter Twelve Engineering Department291

Unit 1 Handling Maintenance Requests293

Unit 2 Managing Engineering Tools297

Unit 3 Preventive Maintenanee Work Plans302

Unit 4 Yearly Maintenance Details in Hotel Guest Rooms309

Supplementary Readings313

Reading Material 1:A Chief Engineer's Day of Life313

Reading Material 2:Converting to Non-smoking Rooms314

Reading Material 3:A Day in the Life of an Architect-John Portman315

Notes316

Review Questions317

Chapter Thirteen Human Resources Department319

Unit 1 Interviewing and Recruiting New Staff321

Unit 2 Orientation and Training for New Employees326

Unit 3 Signing Employment Contract351

Unit 4 Performance Evaluation,Motivation and Career Advancement354

Supplementary Readings361

Reading Material 1:A Human Resources Director's Day361

Reading Material 2:Three Pieces of Advice from the Experts362

Reading Material 3:Employment Contract for Local Expatriate(Chinese)366

Reading Material 4:Employment Contract for Expatriate368

Notes372

Review Questions376

Chapter Fourteen Trends for Hospitality Industry377

Supplementary Readings381

Reading Material 1:John Muir,the Founder of Sierra Club-an Environmental Protection Society381

Reading Material 2:Language Classes382

Reading Material 3:Breaking Down Barriers382

Reading Material 4:Trends in Hospitality Education383

Notes384

Review Questions385

Appendix386

1．Different Spellings of the Same Family Name386

2．Useful Words and Expressions in Hotel Industry389

3．World Famous Hotel Groups(2006)401

Reference Books402