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
Leadership Development Goals






Leaders are not born, they are made and they are made by hard efforts.
领导者不是天生的，他们是被创造出来的，并且是靠艰苦的努力创造的。
All employees regardless their position level in an organization should engage in professional development and this is true also for the top leaders.
所有员工不论处于组织当中的哪个职务层次，都应参加职业发展，对于高层领导也是如此。
Professional development is important in many industries and particularly in the hospitality industry.
职业发展在许多行业都很重要，在酒店行业更是如此。
Professional development is the process of continuing education by which an employee becomes proficient in his or her job.
职业发展是一个员工熟练掌握自己工作的继续教育的过程。
It is a career long process and especially important for leaders because they influence other employees’ behaviors, so the work they do reflects in the entire organization.
这是一个职业生涯的长期过程，对于领导者尤其重要，因为他们会影响到其他员工的行为，所以他们的工作体现在整个组织当中。
Professional development is an ongoing process and never ending. What we learn in the university or during our work becomes obsolete over the time, if this knowledge and skills are not maintained and updated.
职业发展是一个持续的过程，并且永无止境。 如果我们没有及时维护和更新这些知识和技能，我们在大学或我们在工作中学到的知识和技能就会过时。
Taking in control your professional development means taking control of your career.
注重你的职业进修意味着注重你的职业生涯。

Professional development can help you in many areas   职业进修有许多方面的好处：

  • Review and maintain your current skills 检查和维护你当前的技能

  • Learn new skills  学到新的技能

  • Train for a different position  为一个不同的岗位而接受培训

  • Provide better service to the guests  为客人提供更好的服务

  • Excel in your competences and gain required certifications  获得卓越的能力和所需的认证

  • Maintain your current position  保持你当前的职位

  • Enhance mobility options  增加调动的选择机会

  • Prepare your promotion  为晋升做准备


The very first step is to create a realistic professional development plan including your future goals.
第一步是创建一个现实的职业发展计划，包括你未来的目标。
Make time in your daily schedule to execute your plan and also take part in new professional development opportunities provided through your company or professional associations and other education platforms.
执行你的日常计划，并把握住你的公司或专业协会和其他教育平台提供的新的职业发展机会。

We will discuss the power an empowerment, the 2 very important aspects of the leadership in the next section.
我们将在下一节讨论权力和赋予权力，这是领导力的两个非常重要的方面。