《酒店管理（英文版）》的案例涵蓋了經營、服務、營銷、設計、前臺、財務、工程、餐飲、人力資源、安全保衛、企業文化等各個方面，盡量展現酒店管理的全貌�！毒频旯芾恚ㄓ⑽陌妫返陌咐紤]了時代性，并具有新意和典型示范作用。
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）》：
The importance of quality in services cannot be underestimated. Service is a " social act which takes place in direct contact between the customer and representatives of the service company" (Norman, 1984). Technical Assistance Research Programs, Inc., has conducted studies that reveal the following:
The average company never hears from 96 percent of its unhappy customers. For every complaint received, the company has 24 customers with problems, 6 of which are serious. Of the customers who make a complaint, more than half will do business again with that organization if their complaint is resolved. If the customer feels that the complaint was resolved quickly, this figure jumps to 95 percent.
Many service organizations such as airlines, banks, and hotels have well-developed quality assurance systems. Most of them, however, are generally based on manufacturing analogies and tend to be more product-oriented than service-oriented. For example,a typical hotel's quality assurance system is focused on technical specifications such as properly made-up rooms.However, service organizations have special requirements that manufacturing systems cannot fulfill. Service organizations must look beyond product orientation and pay
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