Introduction to HTMP Program 2 酒店...

George Ubbelohde

目录

  • 1 Chapter 1 – Preparing for a Leadership Career
    • 1.1 Introduction
    • 1.2 Why a Career in Hospitality and Tourism?
    • 1.3 Selecting an Industry Segment
    • 1.4 Types of Available Positions
    • 1.5 Traits of Leaders
    • 1.6 Traditional Management Styles
    • 1.7 Varying your Leadership Style
  • 2 Chapter 2 – Hospitality and Tourism Leadership
    • 2.1 Introduction
    • 2.2 21st Century Leadership Styles
    • 2.3 Leadership Development Goals
    • 2.4 Empowerment
    • 2.5 Showing Respect and Value for Diversity
    • 2.6 Global Guest Audiences
    • 2.7 Welcoming Other Cultures
  • 3 Chapter 3 – Leadership and the Guest Cycle
    • 3.1 Introduction
    • 3.2 Follow the Guest: Making the Cycle Seamless
    • 3.3 Guest Recovery
    • 3.4 Problem Solving
  • 4 Chapter 4 – Managing the Guest Experience Cycle
    • 4.1 Introduction
    • 4.2 Managing the Guest Experience: Being Inclusive
    • 4.3 Guest Experience Property Standards
    • 4.4 Managing the Guest Service Measurement (GSM) Process
    • 4.5 Guest Service Gold: Leading a Gold Team
    • 4.6 Managing Green Practices
  • 5 Chapter 5 – Leadership, Employees and Communication
    • 5.1 Introduction
    • 5.2 Purpose of the Mission Statement
    • 5.3 Communicating Employee Purpose and Role
    • 5.4 Setting Performance Goals
    • 5.5 Listening, Speaking and Writing
    • 5.6 Managing Difficult People
    • 5.7 Guest Communication
    • 5.8 Media Training
  • 6 Chapter 6 – Front Office Leadership
    • 6.1 Introduction
    • 6.2 Responsibilities of the Front Office Manager
    • 6.3 Reports: The Night Audit Paper Trail
    • 6.4 Labor Costs and the Night Audit
    • 6.5 Measuring Employee Performance
    • 6.6 Guests and the Front Desk
    • 6.7 Green Practice Programs for Guests
  • 7 Chapter 7 – Managing Housekeeping Operations
    • 7.1 Introduction
    • 7.2 Being the Executive Housekeeper
    • 7.3 Building a Budget
    • 7.4 Budgeting Labor and Linen Expenses
    • 7.5 Managing Housekeeping Performance Standards
    • 7.6 Training Housekeeping Staff
    • 7.7 Managing Housekeeping Green Practices
  • 8 Chapter 8 – Leadership and Facilities Management
    • 8.1 Introduction
    • 8.2 Function of the Chief Engineer
    • 8.3 Budgeting to Meet ADA Requirements
    • 8.4 Energy Management
    • 8.5 Emergency Systems Planning
    • 8.6 Managing the Facility’s Green Practices
  • 9 Chapter 9 – Food and Beverage Service Leadership
    • 9.1 Introduction
    • 9.2 Organization and Staffing of Food and Beverage Operations
    • 9.3 Menu Management
    • 9.4 Purchasing Supplies and Equipment
    • 9.5 Facility Design, Décor and Cleaning
    • 9.6 Managing Sanitation and Safety
    • 9.7 Labor and Revenue Control
    • 9.8 Nutrition and Sustainable Foods
  • 10 Chapter 10 – Managing Banquets and Catered Events
    • 10.1 Introduction
    • 10.2 Booking and Planning Events
    • 10.3 Reports: Preparing for Service
    • 10.4 Delivering Service
    • 10.5 After Service
  • 11 Chapter 11 – Human Resources
    • 11.1 Introduction
    • 11.2 Interview and Hiring Practices
    • 11.3 Employment Laws
    • 11.4 Managing Compensation and Benefits
    • 11.5 Corporate Social Responsibility
  • 12 Chapter 12 – Managing Operational Finance
    • 12.1 Introduction
    • 12.2 Financial Statements
    • 12.3 Operational Expenses and the Capital Budget
    • 12.4 Revenue Management
    • 12.5 Managing Labor Costs
    • 12.6 Taxes: Reporting and Remitting
  • 13 Chapter 13 – Marketing
    • 13.1 Introduction
    • 13.2 The Marketing Mix
    • 13.3 Steps of a Marketing Plan
    • 13.4 Channels of Distribution
    • 13.5 The Marketing Budget
    • 13.6 Industry Trends and Marketing
  • 14 Chapter 14 – Sales
    • 14.1 Introduction
    • 14.2 Training for Sales Success
    • 14.3 Managing a Sales Team
    • 14.4 Selling to Global Audiences
    • 14.5 Selling to Special Segments
    • 14.6 Selling to the Digital Traveler
  • 15 Chapter 15 – Safety
    • 15.1 Introduction
    • 15.2 Managing Workplace Safety
    • 15.3 Risk Management and Insurance
    • 15.4 OSHA: Following the Requirements
  • 16 Chapter 16 – Security
    • 16.1 Introduction
    • 16.2 Hotel Security: Access Control and Guestroom Security
    • 16.3 Employee Security Issues
    • 16.4 Emergency Management and Media Relations
Why a Career in Hospitality and Tourism?










Hospitality and tourism is the world’s fastest growing industry, with one new job added every 2,5 seconds.

酒店（招待业）和旅游业可说是目前发展最迅猛的行业，每2.5秒就会新增一个职业岗位。
The UNWTO- United Nations World Tourism Organization estimates that by 2020, 1 out of every 10 jobs will be in the hospitality industry, reaching 1.6 billion tourists, and spending 5 billion USD per day.
联合国世界旅游组织(UNWTO)预计，截止到2020年，每10份工作中就会有一个与酒店旅游业相关，全球旅游人数将达16亿人次，每日消费金额至5亿美元。

Obviously such a large industry offers countless opportunities for a career, in your country or abroad in varied type of business.
这个行业的规模如此巨大，自然蕴涵不可胜数的职业机遇，它们可能存在于各种类型的国内外贸易之中。
Although hotels and restaurants are the largest sectors of this industry many other business such as clubs, casinos, cruise ships, airlines, management companies, real estate, event organization companies and many more offering varied and exciting career opportunities to qualified individuals.
尽管酒店业和餐饮业在这个行业中占了大头，但同时俱乐部、赌场、旅游客轮、航空公司、管理公司、房地产、大型活动组织公司以及各种提供各式各样振奋人心的就业机会给胜任的人士。

A career in the hospitality and tourism industry has many advantages, such as:
在酒店旅游业工作可说是益处多多，比如

▲Many fast career opportunities matching everyone’s characteristics

   能够快速找到适合自己性格的职业发展机会

▲The work is varied and provides many opportunities to be creative

   工作内容丰富多彩，展现创意机会很多

▲This is a people business, meaning you work with “people” and for “people”

   这是以人为本的商业活动，既要与“人”合作，也要服务于“人”

▲Working hours are highly flexible, therefore, other individual development opportunities

   工作时间弹性大，因此带来其他的个人发展机会

▲Long–term career growth in many companies

   很多公司都有较长的职业发展期

▲Trendy, dynamic, exciting and fast pace

   这份工作时尚、富于活力，让人兴奋并且节奏很快

Despite all these advantages, the industry also has some disadvantage aspects such as high pressure and performance, low beginning salaries and long hours.
在这个行业任职虽然存在上述优势，但也要面临压力大、工作多、起薪低、工作时间长等不利因素。

This fast paced and diverse industry has so much to offer to all talents fitting their interests and skills in different segments.
在这个节奏快、多元化的行业中，所有的人才都能在他们擅长的领域内找到发挥自身才华的机会。
We will explore these different industry segments in the next section.
下一章我们将探讨行业内不同领域的相关知识。