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
Traits of Leaders







In today’s business world the terms “management” and “leadership” are used interchangeably and also have different meanings for different people.

“管理”与“领导”这两个词在如今的商业活动中既可以并为一谈,又能在对象不同的时候分开使用。

Although these terms may seem similar, yet they are different and also were described relating to several business circumstances, by several experts.
两个词语虽然看似相近实则不同,专家给出的定义也是基于若干不同的商业环境。

The management guru Peter Drucker states: Management is doing things right, while Leadership is doing the right things.
现代管理学之父彼得·德鲁克曾经说过,“管理是把事情做对,领导是做对的事情。”

Brian Tracy an expert coach states that: Leadership is the ability to get extraordinary achievement from ordinary people.
销售训练专家博恩·崔西讲到,“所谓领导力,就是让平凡的人作出非凡的成就。”

Tom Peters states that: Management is about arranging and telling, Leadership is about nurturing and enhancing.
汤姆·彼得斯也指出,“管理涉及安排和指示,领导注重培养和提高。”

According to Steve Jobs, the founder of Apple: Management is about persuading people to do things they do not want to do, while leadership is about inspiring people to do things they never thought they could.
苹果创始人史蒂夫·乔布斯曾经谈论到:“管理是说服人做他们不愿意做的事,领导则是激励人做他们觉得不可能做的事。”

Both management and leadership are needed to get important things done and achieve the objectives in a business.
要在商业活动中完成重要任务、达到目标,管理和领导缺一不可。

Leadership instills an inspiring vision and management instills good operational processes.
领导负责灌输鼓舞人心的远大理想,而管理则要建立优良的操作流程。

A person can reflect both characteristics in several situations, management is a positional power, and leadership is a personal attribute and trait.
一个人在不同的情境下也可两者兼具,管理是职务的权利,而领导力则是个人的属性和特征。

Effective leaders in various fields share certain characteristics:
卓有成效的领导者,虽然所在领域不同,却有一些相同特征:

Good judgment, value people, empathy, self-confidence, enthusiasm and optimism, responsibility, strong desire to succeed.
良好的判断力、重视别人、 换位思考、保持自信、乐观热情、责任心强并且渴求成功。

Management is task oriented and skill based involving authority and positional power.
管理者发挥职权是以任务为导向,以技能为基础的。

We will discuss the different management styles in the next section.
下一章我们来谈谈不同的管理方式。