酒店管理实务英语（第二版）

图书标准信息

• 作者 郭淑梅 著
• 出版社 高等教育出版社
• 出版时间 2015-06
• 版次 2
• ISBN 9787040422672
• 定价 44.70元
• 装帧 平装
• 开本 16开
• 纸张 胶版纸
• 页数 480页
• 字数 550千字
• 正文语种 简体中文，英语
• 丛书 高等学校酒店管理专业系列教材

【内容简介】

　　《酒店管理实务英语（第二版）》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。
　　《酒店管理实务英语（第二版）》从五方面强化了第一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。《酒店管理实务英语（第二版）》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，并且全部进行了更新。
　　《酒店管理实务英语（第二版）》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。

【目录】

GettheBasicsRight
UnderstandingtheHospitalityIndustry
EvolutionoftheHotelIndustry
ConceptofTime-sharing
CategoriesofHotels
HotelOutline

ChapterOneFrontOfficeDepartment（1）
Unit1PositionDescriptionforaFrontDeskGuestServiceAgent
Unit2TasksforFrontDeskMorningShiftandtheHotelGroomingStandards
Unit3TasksforFrontDeskAfternoonShift
Unit4TasksforFrontDeskNightShift
SupplementaryReadings
ReadingMaterial1:RoomStatusCode
ReadingMaterial2.PositionDescriptionforaGuestServiceManager（GSM）
Notes
ReviewQuestions

ChapterTwoFrontOfficeDepartment（2）
Unit1GuestCheck-inandCheck-outProcedure
Unit2MainTasksforConciergeStaffandTheirRespectiveWorkingProcedures
Unit3MainTasksforBusinessCenterStaffandTheirRespectiveWorkingProcedures
Unit4MainTasksforOperatorsandTheirRespectiveWorkingProcedures
SupplementaryReadings
ReadingMaterial1.PositionDescriptionforanAirportRepresentative
ReadingMaterial2.EmotionalLabor
Notes
ReviewQuestions

ChapterThreeHousekeepingDepartment（1）
Unit1MakingaBedandCleaningaGuestBathroom
Unit2CleaningaGuestRoomandPestControl
Unit3ProvidingTurn-downService
Unit4ManagingMini-barBeverage/ConductingLinenandUniformInventory
SupplementaryReadings
ReadingMaterial1:AspectsofControlandAutonomyforaRoomAttendant
ReadingMaterial2:TheElectronicGuestroom
Notes
ReviewQuestions

ChapterFourHousekeepingDepartment（2）
Unit1HandlingLostandFoundandOtherTasks
Unit2PositionDescriptionsforanOrderTakerandKeysControl
Unit3HandlingGuestLaundryandDutiesforaLaundryAttendant
Unit4CleaningPublicAreas
SupplementaryReadings
ReadingMaterial1.LetterofApology
ReadingMaterial2:PositionDescriptionforaFitnessCenterAttendant
Notes
ReviewQuestions

ChapterFiveFood&BeverageDepartment（1）
Unit1PositionDescriptionforanF&BHostess
Unit2TableSetupandChineseDinnerServingProcedure
Unit3WorkatWesternRestaurantandBuffetServiceProcedure
Unit4RoomService
SupplementaryReadings
ReadingMaterial1.Employees'SatisfactionwithSchedule
FlexibilityDecreasesStaff'sTurnover
IntentionintheHotelIndustry
ReadingMaterial2.WesternRestaurantMenu
Notes
ReviewQuestions

ChapterSixFood&BeverageDepartment（2）
Unit1PositionDescriptionforaBanquetAssociateataBanquetService
Unit2LobbyLounge/BarOpeningandClosingChecklistandBeverageService
Unit3Outlets'CommunicationwithBothKitchenandStewarding
Unit4HandlingGuestComplaints
SupplementaryReadings
ReadingMaterial1:StylesofBackgroundMusicandConsumptioninaBar:AnEmpiricalEvaluation
ReadingMaterial2:PositionDescriptionforaStewardingManager
Notes
ReviewQuestions

ChapterSevenSecurityDepartment
Unit1SafetyandFirePreventionGuidelines
Unit2PreventingTheft
Unit3PositionDescriptionforSecurityGuardsandPatrollingintheHotel
Unit4FireEmergencyPlan
SupplementaryReadings
ReadingMaterial1.SafetyandSecurityinHotels
ReadingMaterial2-JobDescriptionforaChiefSecurity
Notes
ReviewQuestions

ChapterEightEngineeringDepartment
Unit1HandlingMaintenanceRequests
Unit2PositionDescriptionforaStorekeeperandEngineeringToolsManagement
Unit3OutsourcingService
Unit4PreventiveMaintenanceWork
SupplementaryReadings
ReadingMaterial1:WhatisEMSandBarrierstoEMSintheHotelIndustry?
ReadingMaterial2:PolicyandProcedureforEnergyManagement
Notes
ReviewQuestions

ChapterNineAccountingDepartment
Unit1PositionDescriptionforaGeneralCashier
Unit2CreditManagement
Unit3HandlingPurchasesandMainDutiesforaPurchaser...
Unit4ControllingHotelCosts
SupplementaryReadings
ReadingMaterial1.InformationSecurityofHotelInformationSystems
ReadingMaterial2:AccountinginHotels
Notes
ReviewQuestions

ChapterTenSalesandMarketingDepartment（1）
Unit1MarketingStrategyandMarketingMix
Unit2HotelRevenueManagement
Unit3PositionDescriptionforanOnlineDistributionSpecialist
Unit4HandlingReservations
SupplementaryReadings
ReadingMaterial1:HowshouldHotelsbeOperatedin2020?
ReadingMaterial2:Users'PerceptionsofTwoTypesofHotelReservationWebsites
Notes
ReviewQuestions

ChapterElevenSalesandMarketingDepartment（2）
Unit1PositionDescriptionforaSalesSpecialist
Unit2BasicsforSalesPeople
Unit3PreparingforaSalesCallandNegotiatingwithPotentialCustomers
Unit4SalesContracts
SupplementaryReadings
ReadingMaterial1:E-mailTemplateforaColdSalesLetter
ReadingMaterial2:E-mailTemplateforaFollow-upoftheColdCall
Notes
ReviewQuestions

ChapterTwelveSalesandMarketingDepartment（3）
Unit1PositionDescriptionforaCateringSalesSpecialist
Unit2HandlingtheEvents
Unit3EventArrangementandBanquetEventOrder
Unit4EventManagementfromPerspectivesofDiagnosticsandAssessment
SupplementaryReadings
ReadingMaterial1.E-mailTemplateforanInvitationtoaSiteInspection
ReadingMaterial2.-E-mailTemplateforThankYouLetterFollowinganEvent
Notes
ReviewQuestions

ChapterThirteenHumanResourcesDepartment
UnitIInterviewingandRecruitingNewStaff
Unit2OrientationandTrainingforNewEmployees
Unit3SigningEmploymentContract
Unit4PerformanceEvaluation，MotivationandCareerAdvancement
SupplementaryReadings
ReadingMaterial1.Employees'SatisfactionwithSchedule
FlexibilityDecreasesStaff'sTurnover
IntentionintheHotelIndustry
ReadingMaterial2.DoesWorkplaceFunMatter?
Notes
ReviewQuestions

Appendixes
1.DifferentSpellingsoftheSameFamilyName
2.UsefulWordsandExpressionsinHotelIndustry
ReferenceBooks
致谢